Computer Science Department
School of Computer Science, Carnegie Mellon University


An Overview of the Capability Model for
IT-enabled Outsourcing Service Providers
Volume 1: Overview

Elaine B. Hyder, Bennet Kumar, Vivek Mahendra, Jane Siegel
Rajesh Gupta, Habeen Mahaboob, Palanivelrajan Subramanian

November 2001

Keywords: Benchmarking, service provider's model, quality models and systems, capability models, business process outsourcing, IT enabled outsourcing services, IT enabled services, outsourcing models, eServices Capability Models, eSCM

Organizations are increasingly delegating their information technology-intensive business activities to external service providers, taking advantage of the rapid evolution of the global telecommunications infrastructure. The business processes being outsourced range from routine and non-critical tasks, which are resource intensive and operational, to strategic processes that directly impact revenues. IT-enabled outsourcing services include IT-intensive business processes, projects and tasks that use Information Technology as an enabler for designing services, coordinating service deployment, and delivering services. Managing and meeting client expectations is a major challenge in IT-enabled outsourcing services, and examples of failure abound. Failures typically happen throughout the outsourcing process, i.e., during requirements specification, contract execution or service completion.

The eServices Capability Model (eSCM) contains a set of practices that address the entire outsourcing process, and seek to aid IT-enabled outsourcing service providers to form, manage and improve outsourcing relationships. Each practice in the escm is associated with a capability level. The five capability levels in the escm describe an improvement path that progresses from a minimal level of having the capability to deliver a service that meets client requirements up to the highest level of enhancing value through continuous innovation. Volume 1 of this Technical Report provides an overview of the eSCM model, Volume 2 of this Technical Report provides detailed descriptions of each practice in the eSCM.

94 pages

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