IT controlling in provider management

Introduction of IT controlling in provider management

• Current developments.
• Motives for IT outsourcing.
• Definitions of terms.
• Objectives of IT controlling in IT provider management.

Dimensions and characteristics of IT outsourcing

• Characteristics of sourcing.
• Key points of make-or-buy in IT outsourcing.
• IT processes in IT outsourcing.
• Effects on the design of IT controlling.

Functions and phases of provider management

Focus of IT controlling in provider management

• Providing the basis for make-or-buy decisions. 
• Sustainable management of IT processes (ITIL) on the basis of SLAs.
• Management-relevant financial and non-financial KPIs. 
• Service reporting - requirements for the provider.
• Control through penalty payments.
• Ongoing assessment of risks and success factors.

Use of instruments and tools

• IT service catalog as the basis for service provision and billing.
• Price and cost models in IT provider management.
• Ongoing reporting on the ITIL processes.
• Technical monitoring.

Recommendations and implementation tips from practice

The participants have the opportunity to bring in their own questions.