Design and Development of a Performance Evaluation Prototype for IT Organizations in the Context of Outsourcing

Abstract

The present study shows design and development of a performance evaluation prototype for IT organizations in the context of outsourcing. The main objective of this research is to help an IT organization in the context of outsourcing to realize its current standing, so it can take corrective steps where ever necessary and strive for continuous improvement. Service level management (SLM) process plays a crucial role in controlling the quality provision for IT service. Out sourcing is the process of entrusting the responsibility of providing certain goods and services to an external party. We have tried to identify as many as twenty complexities and categorized in to four headings. Complexities associated with contracts and SLAs,SLM process,SLM organization and complexities due to intrinsic characteristics. In this study it is possible to measure the quality of the performance of an IT organization in an outsourcing environment effectively