Linking ITIL with outsource services case study : Center of Information Communication Technology in UTM

Abstract

The arrival of the Internet and the rush to e-commerce has seen many companies look to outside vendors to supply necessary skills and competencies, as these are often not available in-house. Many large organizations are increasingly outsourcing their IT functions. Factors like lower costs, improved productivity, higher quality, higher customer satisfaction, and ability to focus on core areas are some of the benefits of outsourcing. However, there are many challenges and problems associated with IT outsourcing. As a strategic resource, outsourcing must be governed accordingly to mitigating the problems. In this project, I identify the main problems and challenges related to IT outsourcing. In addition, we delve into some important issues on IT outsourcing, particularly the challenges along with benefits. IT Infrastructure Library (ITIL®) delivers framework by providing best practices that provide governance on delivering quality, cost effective, and efficient IT services. So ITIL V3 will be used as a solution in this project. ITIL can be served as a framework for managing the relationship with an outsourcing service provider. This study will help the management to identify the problems and take the necessary remedial steps. In this project, a framework will be suggested that is arisen from the ITIL V3 framework for managing the outsourcing projects and there are some activities and suggestion to implementing each process.