Institute for Software Research International
School of Computer Science, Carnegie Mellon University


The eSourcing Capability Model for Service Providers
(eSCM-SP) v2
1: Model Overview

Elaine B. Hyer, Keith M. Heston, Mark C. Paulk

May 2004


Keywords: eSourcing Capability Model for Service Providers

Organizations are increasingly delegating their information technology (IT) intensive business activities to external service providers to take 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. Managing and meeting client expectations is a major challenge in sourcing of IT-enabled services, and examples of failure abound. The eSourcing Capability Model for Service Providers (eSCM-SP) is a "best practices" capability model with three purposes: (1) to give service providers guidance that will help them improve their capability across the sourcing life-cycle, (2) to provide clients with an objective means of evaluating the capability of service providers, and (3) to offer service providers a standard to use when differentiating themselves from competitors. The eSCM-SP was developed by a consortium led by Carnegie Mellon University's Information Technology Services Qualification Center (ITsqc). In November 2001 the eSCM v1.0 was released. After significant evaluation and revision, the eSCM for Service Providers (eSCM-SP) v1.1 was released in October 2002. The current version, the eSCM-SP v2, is composed of 84 Practices that address the critical capabilities needed by IT-enabled service providers. This document provides valuable information about the eSCM-SP, its implementation, and methods to evaluate and certify service providers.

110 pages

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