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Sunday
02:00 PM - 06:30 PM | |
Sunday
02:30 PM - 03:30 PM | |
| Organizations face many challenges in making — and keeping — successful outsourcing deals. If a problem arises, it takes both parties to fix the problem, regardless of whether the organization or the vendor is at fault. This session takes you through the key obstacles in outsourcing and how to overcome them.
• What are the primary challenges that cause "bad deals"?
• What can organizations and their service providers do to remediate the challenges? |
Sunday
02:30 PM - 03:30 PM | |
| Benchmarking is an important tool and process of vendor management. It is crucial in affecting the outcomes from your provider and for ensuring that your organization is at least on par with the ever-changing marketplace. This session focuses on the different ways of using benchmarking to effectively manage your provider.
• Why is benchmarking an effective tool/process for vendor management?
• What are the different methods of using benchmarking to drive provider behavior?
• What other areas should be benchmarked beside the provider’s price?
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Sunday
02:30 PM - 03:30 PM | |
| There is no way around industrialized IT and cloud services, and with each of these comes more providers. Managing the integration between them, as well as the end-to-end alignment across services and providers is paramount for successful sourcing management. But how do you secure that end-to-end alignment and ensure that you meet your business objectives? Should you do this yourself or outsource the role?
• What does MSI mean?
• What are the pros and cons of doing it yourself versus outsourcing the MSI role?
• What offerings are available and how do you contract for an MSI role?
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Sunday
03:45 PM - 04:45 PM | |
| Hosted virtual desktop adoption is on the rise, but organizations are looking toward service provider offerings to help avoid deployment complexity, overcome the lack of in-house skill sets and provide a pricing model that avoids much of the considerable infrastructure capital expenditure required. This session describes best practices for selecting the right vendor.
• Why are organizations looking to third parties to deliver desktop virtualization services?
• How can organizations ensure that they choose the right service partners to meet their business and technical requirements?
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Sunday
03:45 PM - 04:45 PM | |
| When an organization does not have a discipline to tie business needs to sourcing strategy, the sourcing strategy and actions will be ineffective, misaligned and, potentially, disruptive to business operations. Learn how to apply the six-step Gartner sourcing decision framework to give your organization predictability in decision making.
• Why is it imperative to build a disciplined process for sourcing decision making?
• What process should be utilized to make business-aligned decisions?
• What are the triggers for reconsidering sourcing options? |
Sunday
03:45 PM - 04:45 PM | |
| Services contracts do not always provide mechanisms to identify and address issues that may arise over the course of a sourcing relationship, often leading to a significant erosion of the business value of sourcing. This tutorial identifies best practices in contract development and negotiation to mitigate this risk.
• What are the key issues with current contract terms, and what impact does this have?
• What are the best practices that can mitigate this risk?
• How can these terms and approaches be incorporated into existing and new contracts?
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Sunday
05:15 PM - 06:15 PM | |
Sunday
05:15 PM - 06:15 PM | |
Sunday
05:15 PM - 06:15 PM | |
Monday
07:00 AM - 06:15 PM | |
Monday
07:00 AM - 08:00 AM | |
Monday
08:00 AM - 08:50 AM | |
| The fastest way to discover which outsourcing and IT services solutions you can explore at the summit. These short overviews from each of our sponsors provide just enough information to help you determine which you should meet with first. |
Monday
09:00 AM - 09:10 AM | |
Monday
09:10 AM - 10:15 AM | |
| As business evolves and the demands on IT skyrocket, what will outsourcing look like in 2020? Are we really prepared for the future? What have we learned to help prepare us for the next generation of outsourcing? What new competencies will we need to prosper in the coming decade? What are the likely scenarios we will face when outsourcing? With 2020 just around the corner, we need to act now and prepare ourselves for inevitable and significant change in order to ensure the relevance of IT and outsourcing to business success. |
Monday
10:45 AM - 11:45 AM | |
| The value delivered from IT services historically came from helping organizations assess, implement, integrate, and manage technology investments. Technology advancements continually compress such value, as derived from partners. This session examines:
• Which scenarios will reshape the IT services marketplace and the providers you rely upon?
• How do near-term cloud-based services adoption plans position organizations to thrive in these future scenarios?
• What will you learn in the IT services marketplace track sessions that will help you prepare for the future? |
Monday
10:45 AM - 11:45 AM | |
| The introduction of cloud has fueled the progressive industrialization of IT services, giving rise to many new offerings. Gartner compiled feedback from 40 CIOs to understand the trajectories and specific adoption of cloud services. This session presents a summary of which types of cloud services these CIOs say they are buying.
• What are the different types of spending on cloud services?
• Which services are CIOs actually purchasing today and why?
• What is the business value and benefit of cloud?
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Monday
10:45 AM - 11:45 AM | |
| Service desks haven't changed in 20 years. Service restoration returns productivity to its normal level. Employee productivity improvement should be the goal. Will user enrichment services, profiling, best practice promotion and benchmarking all turn the service desk into more than just the folks you call when the lights go out?
• Are current service desk services less than optimal?
• What could next generation service desk services deliver?
• How can you play your part in shaping future service desk services? |
Monday
10:45 AM - 11:45 AM | |
| Vendor management must be a disciplined process in your organization, and it starts with identifying the vendor management mission/charter, defining organizational models, determining roles and responsibilities and developing key processes throughout the enterprise to effectively manage your suppliers.
This session discusses:
• How can vendor management improve vendor performance?
• What are the best organizational approaches for vendor management?
• What are the primary disciplines, roles and responsibilities for vendor management?
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Monday
10:45 AM - 11:45 AM | |
| Outsource contracting today is different than the past. New delivery models, emerging technology and provider offerings delivered around the world create many different contracting opportunities for clients, but which one is right for you? This session focuses on the latest thinking and emerging best practices for vendor selection and contracting.
• What are the new approches, models and emerging trends for vendor selection and contracting
• How to know which contracting option is right for your enterprise? |
Monday
10:45 AM - 12:15 PM | |
| This workshop explores how organizations can calculate and compare various applications services solutions (traditional and SaaS) with each other.
• Why is a business case needed over a multiyear period (including the complexities of traditional vs cloud differences)?
• What are the key variables (cost items to consider) when creating the business case?
• What deliverables (outputs) of financial analysis should the business case deliver?
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Monday
12:00 PM - 12:30 PM | |
| Businesses and CIOs are driven by a challenging economy to drastically reduce the fixed cost of IT to achieve flexibility, to invest more in business solutions and to achieve differentiation and growth. Learn how to leverage the benefits of industrialized low cost services by correctly managing the sourcing life cycle to deliver differentiated business value.
This session focuses on:
- What are the business drivers, benefits and risks of industrialized low cost services (ILCS)?
- What ILCS offerings are available and what can you do to maximize benefit and reduce risk?
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Monday
12:00 PM - 01:00 PM | |
| In this roundtable attendees discuss business models around cloud, based on their experiences with hidden costs. |
Monday
12:00 PM - 01:00 PM | |
| This session will discuss best practices for selecting telecom providers and telecom services, as well as how you can optimize contracts and costs. |
Monday
12:00 PM - 12:30 PM | |
| Mobility has the potential to increase productivity and revenue, reduce costs and, in some cases, disrupt current business models. Companies need to harness the power of mobility, but many do not have sufficient internal resources to do so. Service providers can help — but the mobile application services market is filled with hype.
This session identifies:
• The business, technical and project considerations related to IT services for mobility development
• Examples of the IT services that vendors offer
• Key issues to consider for a mobile services sourcing strategy
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Monday
12:00 PM - 12:30 PM | |
| Big data is now. Massive data is next. Transcending the knowledge pyramid from the noise of the data deluge to the peaceful calm of information based wisdom is critical for success. Data mining and analytical modeling skills are scarce. How are service providers filling this void to empower businesses using analytical intelligence?
• If analytics are critical to business advantage, why would you outsource it?
• Who is actually doing this, and how are they going about it?
• What works, what doesn’t and why? |
Monday
12:00 PM - 12:30 PM | |
| The need to develop trust between buyers and service providers is clear to all, and yet both buyers and sellers of IT services constantly fail to achieve it. This session identifies the key elements of trust and control, and sets out an approach to embedding successful techniques to achieving the right balance into sourcing management.
• What are the key components of trust in outsourcing deals?
• Which controls are essential, and how do you establish them?
• How do you drive increased confidence in outsourcing deals? |
Monday
12:00 PM - 12:30 PM | |
| BPO buyers should ask for — and some providers will give — assistance with the business case, organizational redesign and governance before the RFP goes out. This session outlines buyers’ hurdles, providers’ resources and a framework for receiving help — all before selecting a provider — as buyers assess options.
• What hurdles should first-time BPO buyers expect?
• How can BPO providers help buyers before the RFP goes out?
• How can a buyer receive help without implying a commitment to the provider? |
Monday
12:30 PM - 02:30 PM | |
Monday
12:45 PM - 01:15 PM | |
| o How Blueprint to implementation of Shared Service vision can be done through a partnership model. (with HCL)
o Challenges/learning’s in Operationalizing a Shared-Service organization
o Ensuring Business Success through Technology and Sourcing Governance
o Partner/Vendor Management and Governance
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Monday
01:05 PM - 01:25 PM | |
| Magic Quadrants evaluate providers in a specific market segment. In this case, we discuss the Magic Quadrant for help desk and desktop services outsourcing in North America. |
Monday
01:30 PM - 01:50 PM | |
| There are tremendous opportunities for CIOs who will mainstream disruptive technologies, like cloud. Financial benefits, operational efficiencies and strengthened security are a few that can be mentioned. More compelling for CIOs and the IT management team is the strategic value they can provide their business partners and mission executives by augmenting traditional IT service delivery with infrastructure and platform as a service. Join CSC and our guest CIOs as they share their stories. |
Monday
01:55 PM - 02:15 PM | |
| Join us for a view into the creation of more effective solutions and technologies to strategically enable business innovation. Gain valuable knowledge from transformation professionals and learn how to integrate innovation capabilities within your environment. |
Monday
02:30 PM - 03:30 PM | |
| Enterprises are consumed by running existing applications with limited resources to envision new solutions. Business leaders are pushing for new technology-enabled solutions to improve operations. IT managers must understand how to evolve their applications portfolios, and how the provider landscape is evolving in response to these changes.
• What are the forces changing application services?
• How will application implementation and management respond to these changes?
• How do you address a future based upon SaaS, legacy portfolio simplification and rapid business change? |
Monday
02:30 PM - 03:30 PM | |
| In this roundtable, attendees discuss the ways in which shoring comes into balance, with an appropriate blend of onshore and offshore providers. Is a blend of provider types even necessary, or is it an anachronistic "hedge" in today's world of "global service providers?" |
Monday
02:30 PM - 03:30 PM | |
| The vendor manager role is very comprehensive and takes specific skills and competencies to fulfill the role properly. What are best practices for vendor managers? |
Monday
02:30 PM - 03:30 PM | |
| In the end, everything hinges on reliable infrastructure that is always available, sufficiently speedy and highly protected against threats. Behind the scenes, it’s infrastructure services that determine success. Hence, the sourcing strategy and governance that will ensure execution are critical.
This session identifies:
• The best practices for developing a sourcing strategy for infrastructure services
• How the corresponding governance should be established to execute on the sourcing strategy
• How organizations should measure success
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Monday
02:30 PM - 03:30 PM | |
| When organizations design shared service centers, whether delivered internally or externally via BPO, they call for transformation and innovation. But where does this magic actually come from?
Here we describe tools and services that can be evaluated to help you reach these goals.
• What does a good business process look like?
• What are the barriers to adopting better processes?
• Where does the process improvement magic come from — i.e., what PETS are being used successfully in BPO?
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Monday
02:30 PM - 03:30 PM | |
| Organizations can implement a best-practice dashboard approach and tools to provide effective means to manage their multivendor environment.
This session examines:
• How to effectively manage multiple vendors in an outsourced environment?
• What tools make sense to develop and use dashboards for vendor management?
• What is a timeline and cost to implement the vendor management dashboard?
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Monday
02:30 PM - 03:30 PM | |
| Cloud computing is a major disruptor of the IT market. This session will outline the cloud services provider landscape, how it is changing and the new criteria for successfully identifying and working with cloud service providers. Many of the old rules no longer apply.
• How is cloud computing disrupting the services provider landscape?
• What are the key criteria for selecting services providers who can deliver in the new cloud models?
• How do you get the most from your relationships with cloud services providers? |
Monday
02:30 PM - 04:00 PM | |
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CIOs are challenged as never before to lead their companies to achieve value through technology. This workshop outlines seven important principles to establish the foundation of your career and to help shape you into a more effective business executive.
• What are the leadership strengths that high performing CIOs have in common?
• How can you draw on your leadership strengths to get more done through others?
• How does leadership generate superior business results?
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Monday
03:45 PM - 04:15 PM | |
| Baker Hughes International, outlines a comprehensive approach for
architecting, integrating and operating a best in class strategic provider model within a Global multisourced
environment. Join Baker Hughes and AT&T to gain valuable insight for incorporating and managing
strategic provider relationships. |
Monday
03:45 PM - 04:15 PM | |
| The Evolution of IT provides flexibility to support growth and capabilities to meet customer expectations and market dynamics. But it’s the impact on the ability to deliver on the promise with “The Power to Do More” for customers that has meant the most for Dell’s IT transformation. In this session you will learn about:
•Transforming and aligning IT with the business
•Creating innovation for customers through IT
•Enabling long term business value through IT transformation |
Monday
03:45 PM - 04:15 PM | |
| Explore the reality of Mexico as a sourcing destination through the eyes of e-commerce leader, GXS. This session will introduce the company's sourcing approach and vendor program, highlighting misconceptions and truths of Mexico. The presentation will be followed up by a live discussion about real-life experiences in doing business with and leveraging global services capabilities in Mexico—the second largest buyer of US products and services. |
Monday
03:45 PM - 04:15 PM | |
| Words one hopes to never hear from an essential employee, especially after signing an outsourcing contract. Sustaining morale and loyalty has become a real issue in industries across the board. For outsourcers, engaged employees are key to realizing productivity and other committed benefits. Learn why traditional engagement models no longer work and how to develop and implement a new approach to tapping into the best employees have to offer. |
Monday
03:45 PM - 04:15 PM | |
| A rare look at the 15-year strategic outsourcing partnership between a China-based IT services provider and its Western client, this case study will discuss the technical challenges and strategically important issues of successful outsourcing to China. Since their initial engagement in 1997, China-based VanceInfo and its US-based client have continually strengthened the relationship, with VanceInfo now operating several award-winning offshore IT facilities for the client in China and providing onshore/onsite services in the West. |
Monday
04:30 PM - 05:30 PM | |
| Cloud computing raises many difficult questions about the loss and leakage of data, especially when it involves SaaS. This session gives an overview of the technical and process mechanisms that can be applied when choosing, purchasing and using cloud services in order to reduce the risks of data leaks and to ensure that valuable data is always available.
• What should you be most worried about?
• What can you do about cloud security, availability, and data recovery today?
• What improvements in cloud risk control can be expected over the next five years? |
Monday
04:30 PM - 05:30 PM | |
| In this roundtable, attendees will discuss if cloud service providers can be selected the same way as traditional outsourcing vendors. |
Monday
04:30 PM - 05:30 PM | |
| Is the move to “as a service” adoption abating fears of vendor lock-in? If so, how are sourcing processes changing to reflect this change? |
Monday
04:30 PM - 05:30 PM | |
| The applications world is one of constant change, with thousands of offerings and newer, faster and cheaper ways to deliver them to users — with or without IT being involved. This session explains Gartner sourcing strategy and governance best practices for application services.
• What are the best practices for developing a sourcing strategy for application services?
• How should the corresponding governance be established to execute on the sourcing strategy?
• How should organizations measure success? |