Effective vendor management service enables management to focus on core business rather than spending their time in Information Technology (IT) management with the various vendors. It saves time and improves operational efficiency of an organization’s core offerings to their customers. Effective vendor management services and technology services can lead to customer service benefits and also reduce operational costs across all the service providers. The key drivers for Remote Infrastructure Management (RIM) success are a trusted partnership, the ability to adapt to the customer’s expectations, an offshore team working as an extension of the customer’s IT team and transparency. This is an effective model because of efficiencies gained from the process itself as well as the implementation of reuse, automation, and standardization. One of the key aspects which helps to ensure service levels and provides motivational factors for the customer and service provider team is a unique Service Level Agreement (SLA) reward and penalty model that The Carlyle Group has adopted and will share in this presentation.

Contributors: Mindtree, The Carlyle Group
Categories: Summit Presentations
SRC Type: Sourcing Management, Third Party Management