One of the precepts of outsourcing is leveraging a concentration of talent without having to pay for its development, care and feeding. Sweet-spot details, like reports on router availability or server uptime, are going to be delivered by all network-management outsourcers.
But what happens when you need more than these core deliverables? When special applications require support or when not-so-clear-cut problems crop up, you'll find cracks in the relationship with your outsourcer. The remedy is clear delineation of duties through a definition of relationship roles.
This delineation will be easier for large companies with bigger IT staffs. They are more likely to have in-place personnel and best-practice processes, which will translate to the outsourcing roles that are needed. In smaller companies' org charts, these roles are rolled up into fewer people, who may be too busy fighting fires to do strategic planning.
So how can a small company cover all the bases when negotiating a NSM contract? For help with best practices, check out the IT Infrastructure Library at www.ogc.gov.uk/index.asp?id=2261. For
a cautionary tale, see "Outsourcing Contracts Fail To Satisfy Many Customers, Study Says".
Know your comfort level when it comes to putting trust in the outsourcer and be sure to ask lots of questions. Responses to our RFI varied from a few pages to more than 100 pages, and each response required one or more follow-ups. Longer isn't always better; we found detailed, specific information in some of the shorter responses and cut-and-paste general overviews in some of the longer ones.
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