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Multi-Vendor Process Requirements - ITIL Beyond Corporate Borders
Enterprise Management Associates, Dec 2010, Pages: 3
Enterprise IT organizations all around the world have embraced the Information Technology Infrastructure Library (ITIL) best practices for service quality management. Processes have been developed and deployed to handle change management, incident and problem management along with many others all geared toward improving service quality and efficiency in corporate operations. It would seem that IT is well along the maturity curve and yet there is more work to be done. Best practices have strong application inside the walls of the enterprise. Yet, business operations are not always structured so neatly as to remain within those boundaries. Companies are using service providers and those service providers are sub-contracting to one or more layers of service providers to help deliver to enterprise business needs.
EMA sees evidence that process inevitably must encompass all organizations involved in service delivery for effective service quality management. HCL Technologies (HCL) is one of a very few organizations that has recognized this requirement and worked to create a delivery model that can be effective in this domain.
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