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 (e^SCM) 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 e^SCM model, Volume 2 of this Technical Report provides detailed descriptions of each practice in the e^SCM.

94 pages

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