Mode Of Engagement
As Expert Outsource moves up the value chain and assumes high end
IT responsibilities, the program management processes and procedures that mandate
constant interactions with the senior management of the client become inevitable
and is considered extremely crucial. In addition successful execution of high-end
IT projects with end-to-end IT responsibility mandates a thorough buy-in from all
the associated stakeholders both from the client organization as well as from
Expert Outsource.
In line with the above, it is important for our Account management teams to work
with the client's senior management to set up an Engagement Governance committee
with representatives from senior management groups of both Expert Outsource
and Client organizations.
From a process perspective, multiple teams involved in the execution of an end-to-end
IT engagement could be as follows:
Strategy Team - High Level Core management team comprising of executive
sponsors, architects, domain experts both from Expert Outsource
and Client teams.
Development Team - A technical team with a Project Manager and
a Project Leader set up by Expert Outsource for the client.
Support Team - A technical application support team with a Project
Manager and Leader constituted by Expert Outsource.
Help Desk Team - A team consisting of associates manning the call
center/ customer service center to handle and route calls. The team members could
be from Expert Outsource or from Client.
Support Team - A technical application support team with a Project
Manager and Leader constituted by Expert Outsource.
Help Desk Team - A team consisting of associates manning the call
center/ customer service center to handle and route calls. The team members could
be from Expert Outsource or from Client.
IT Operations Team - A team consisting of associates monitoring
and maintaining the scheduled jobs and the application availability to end users
and the support team. The team could consist of associates from both client and
Expert Outsource organizations.
Infrastructure Team - A team consisting of associates responsible
for overall maintenance of network, hardware, software and communication infrastructure,
including capacity planning, procurement and deployment. This could be an extension
of the IT Operations Team and can be constituted by Expert Outsource
or Client.