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ISG White Paper

Heroes vs. Process Discipline: Achieving Operational Excellence in Managed Services

Todd-Dreger-sq
by Todd Dreger

The business culture of many enterprise IT organizations is characterized by individual talent and initiative, and a commitment to solve problems. By contrast, the business model of most service providers is predicated on repeatability, consistency and process discipline. When these cultures collide, inefficiency, duplicated effort and declining productivity often result.

This ISG white paper examines management issues related to global sourcing relationships. Drawing on lessons gleaned from a recent analysis of a global managed services ADM operation, the authors examine the characteristics of an individualistic, “hero” approach to service delivery, the implications of this approach for operational efficiency, and steps that both parties can take to re-invigorate their commitment to process discipline and performance improvement.