Organizations are increasingly delegating their information technology-intensive business activities to external service providers, taking 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. IT-enabled outsourcing services include IT-intensive business processes, projects and tasks that use Information Technology as an enabler for designing services, coordinating service deployment, and delivering services. Managing and meeting client expectations is a major challenge in IT-enabled outsourcing services, and examples of failure abound. Failures typically happen throughout the outsourcing process, i.e., during requirements specification, contract execution or service completion.

The eServices Capability Model (e^SCM) contains a set of practices that address the entire outsourcing process, and seek to aid IT-enabled outsourcing service providers to form, manage and improve outsourcing relationships. Each practice in the e^scm is associated with a capability level. The five capability levels in the e^scm describe an improvement path that progresses from a minimal level of having the capability to deliver a service that meets client requirements up to the highest level of enhancing value through continuous innovation.

This volume provides readers with detailed descriptions for each of the 100 practices in the eServices Capability model. It is the companion document to Technical Report CMU-CS-01-162.

205 pages

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