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- Assessing the Role of IT in BPO Success: 2008 Market Study Update
- Business Process Outsourcing BPO is typically viewed - as the name implies - as a "Business" initiative. It is EquaTerra's position, however, that information technology IT, both as an organizational unit and a collective set of applications and systems, is a critical component of the success of any BPO effort....
- White papers 2008-03-17
- EquaTerra Position: IT Assessments: The Pressure to Improve Never Stops
- The value of IT assessments goes far beyond make-or-buy decisions. No matter which path one chooses - internal transformation, outsourcing, shared services or a combination thereof - IT assessments should remain an ongoing tool for ensuring that the solution achieves the results one intended. Astute assessments enable a deeper dive...
- White papers 2008-03-04
- EquaTerra Position: The Pros, Cons and Market Trending for Multi-Sourced ITO
- As the Information Technology Outsourcing ITO market continues to expand and mature, an increasing number of buyers are finding themselves in multi-sourcing scenarios. Whether buyers arrive at this point by design or default, multi-sourcing introduces both additional opportunities and complexities into the ITO equation. At minimum, multi-sourcing mandates changes and...
- White papers 2008-02-18
- EquaTerra Position: Service Provider M&A - Change of Control Doesn't Have to Mean Loss of Control
- The outsourcing service provider market has historically experienced a steady stream of Mergers and Acquisitions (M&As) which began to pick up in 2007. An M&A event can be worrisome for a buyer actively engaged with one of the parties involved, particularly if the provider is on the receiving end of...
- White papers 2008-02-18
- IT Service Management - A Roadmap for Success
- Information Technology Service Management ITSM is a set of specialized organizational capabilities for providing value to customers in the form of services. It generally covers the "Back office" or the operational concerns of IT management. ITSM employs Information Technology Infrastructure Library ITIL best practices and typically extends into areas, such...
- White papers 2008-01-20
- The Issue: Defining Next Generation Contact Center Strategies
- Contact centers are a mission-critical component of any organization's operations regardless of whether they serve customers, business partners or internal employees. Yet stakeholders often remain dissatisfied with contact center performance. This is partially due to unrealistic expectations, but more often the result of poor and costly service. Over the past...
- White papers 2007-09-01
- Overcoming Resistance: Realizing the Benefits of a Global Distributed IT Services Model
- Are companies today suffering from a kind of psychological "Resistance" when it comes to developing a distributed model for IT services delivery? Clinical psychologists tells one that resistance occurs when patients implicitly or explicitly fight the interventions that are intended to be therapeutic for them. It is tempting to see...
- White papers 2007-09-01
- To Recompete or Not to Recompete?: How to Ensure IT Outsourcing Value in the Public Sector
- In the public sector, where it's often more about process than the business case, recompeting a current outsourcing relationship doesn't always make the most sense for ensuring continued value. Due to the cost and time investment in the recompete process, along with service disruption and declining performance risks, a recompete...
- White papers 2007-09-01
- Assessing the Role of Captive Operations in Global Service Delivery Models
- Services are simultaneously climbing the value chain from transaction to more strategic, knowledge-based processes (e.g., R&D, financial analysis, marketing, market research). In response, many buyers are seeking to establish offshore captive operations, while others are divesting their captive centers, and still others are leveraging theirs to support partnerships with third-party...
- White papers 2007-08-20
- The Outsourcer's Guide to Success: Nine Factors for Great Governance
- Organizations undertaking information technology and business process outsourcing understandably focus on "Doing the deal." This involves everything from finding and assessing service providers to selecting geographies to determining which services should be sourced, developing contracts and defining final service levels. But the hardest part of outsourcing occurs after the deal...
- White papers 2007-08-01
- The Issue: How to Design and Deploy a Global Service Delivery Model
- The business process and IT outsourcing markets have become globalized in the past 10 years. Just as BPO and ITO have become common and accepted tools that buyers should at least consider to enable process improvement and cost reductions, the global sourcing of BPO and ITO is becoming an option...
- White papers 2007-07-01
- Assessing the Role of Information Technology (IT) & Enterprise Software in BPO
- The original market assessment findings illustrated that these BPO decision makers were very positive about the role of IT in general and enterprise software in particular in supporting BPO efforts. They clearly recognized that while BPO was focused on "business process," it was not advisable to disassociate it from the...
- White papers 2007-05-01
- Why "IT" Does Matter in BPO: Information Technology's Key Role in the Success of Business Process Outsourcing
- Large organizations moving to outsource any of their business processes have scores of issues and questions they must confront before taking that step. Two considerations that are too often underemphasized are the role of the Information Technology IT department and the role of IT itself in the business process outsourcing...
- White papers 2007-01-30
- Renegotiating Outsourcing Contracts: Executive Point of View
- Renegotiation offers a great opportunity for the client and service provider to "Get it right" for the future. Giving the proper attention to the process - through self-examination, building stakeholder consensus, empowerment of a strong negotiating team, engaging tier-one outsourcing advisors and outside counsel, and adopting a fact-based approach to...
- White papers 2006-06-01
- Assessing the Role of Enterprise Software Applications in BPO
- G2000 organizations undertaking Business Process Outsourcing BPO efforts have a variety of factors to consider when developing and implementing a strategy and plan of action. Some obvious points to consider are the reasons to pursue BPO, the business processes to consider outsourcing, the expected process improvement and cost-saving goals, and...
- White papers 2006-05-01
- Outsourcing: How to Assess, Diagnose And/or Restructure Your Relationship
- Outsourcing agreements created ten, five, even three years ago are now being renegotiated because they were essentially conceived in another era. The increasing level of sophistication in modern IT and business process outsourcing best practices produce agreements that are far more flexible and, to a greater extent, "Future-proofed." This webcast...
- Webcasts
Additional Resources
- Outsourcing Expert Saves Clients 20 Percent of Governance Costs With OBA Solution
- EquaTerra, a leading outsourcing consultant, wanted to give its clients a way to streamline and automate the implementation of its outsourcing best practices and recommendations - but existing tools weren't comprehensive enough. EquaTerra Governance WorkPlace 2007 is an Office Business Application that streamlines processes by automating governance activities with easily...
- Case studies 2008-06-01
- Rodney Dangerfield & IT Services: The Invisible Third Choice
- In the 90s, a reporter at the Wall Street Journal once dubbed me, “The Queen of Outsourcing.” The outsourcing market has changed quite a bit since then. Today with outsourcing’s reputation under fire by American workers and, well, Lou Dobbs, I’m not sure I’d want that title again. Yet, when...
- Blog posts 2006-11-01
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