Lecture 5

Question 1

How can you relate the balanced scorecard to ITO?

Answer 1

The balanced scorecard shows what a company wants to achieve: what the objectives are and how to measure those objectives.

Includes long term and short term goals

You can use it to see how ITO can contribute to those objectives.

Question 2

What are the 4 perspectives of the balanced scorecard?

Answer 2

1. Internal Business perspective
2. Customer Perspective
3. Financial perspective
4. Innovation and learning perspective

Question 3

What is strategic sourcing?

Answer 3

Having long-term sourcing contracts that focus on core business activities.

Could include getting a system to connect you better with your customers, or systems that ensure better integration etc.

Question 4

What are the three levels within a typical ITO partnership contract?

Answer 4

1. Strategic level
2. Tactic level
3. Operational level

Question 5

What is described in the strategic level?

Answer 5

Everything we discussed in the contract in the assignment

Question 6

What is described in the tactic level?

Answer 6

Project milestones, conditions, resources allocated
AND
rate per hour

Question 7

What is described in the operational level?

Answer 7

The levels at which the servies are to be delivered, allowed variations and specifications.

Question 8

What is application/software development?

Answer 8

Creating applications or improving them to enhance functionality.
Includes the design, integration, implementation and management

= project based

Question 9

What is Infrastructure Management?

Answer 9

Focus on the preventative and remedial services that physically repair or optimize computing and communications.

Includes, technical troubleshooting, online troubleshooting, helpdesk management, application management.

Is a continuous service with stable requirements.

Question 10

What are the high risk categories for ITO software development?

Answer 10

1. Cultural
2. Language and communications
3. Time-zone differences
4. Human capital
5. Understanding the clients business processes
6. Managing scope changes
7. Size of the contract

Question 11

What are the high risk categories for ITO infrastructure management?

Answer 11

1. Infrastructure
2. Geopolitical risk
3. Security and privacy
4. Rotating onshore resources
5. Knowledge transfer
6. Length of the contract