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ITIL :: View topic - Scope of ITIL in the BPO/KPO industry
Posted: Sun Dec 03, 2006 5:54 pm Post subject: Scope of ITIL in the BPO/KPO industry
Hi ,
Can anyone explain the scope of ITIL in the BPO industry . Since the BPO industry is very data centric and customer centric, how does ITIL play a significant role in the industry ?
Joined: Aug 11, 2006 Posts: 262 Location: Netherlands
Posted: Mon Dec 04, 2006 7:37 pm Post subject:
Hi M,
As ITIL is "only" a best practice, and not prescriptive in any way, ITIL by itself is as good for companies facing outsourcing as it is for others: my opinion is that you should basicly use ITIL in a pragmatic way to solve any problems your organisation faces, and leave the rest of ITIL for another moment/place. If you define outsourcing as a "problem" (that is: an issue that needs managerial attention), service level management as an ITIL process deserves extra attention (sla versus underpinning contract).
As an aditional point of view, ISO20000 IS prescriptive. Main points are:
1. customer focus
2. intregrated approach
3. continuous improvement, and
4. End-to-End control!!
The latter (E2E control) is extremely important for qualifying for the audit certificate: End to end control means that as the primary service supplier to a customer, you have management control over the entire service chain, including contractors and sub-contractors. Of course, going back to ITIL, the already mentioned service level management process will assist you in getting this control.
As ITIL is "only" a best practice, and not prescriptive in any way, ITIL by itself is as good for companies facing outsourcing as it is for others: my opinion is that you should basicly use ITIL in a pragmatic way to solve any problems your organisation faces, and leave the rest of ITIL for another moment/place. If you define outsourcing as a "problem" (that is: an issue that needs managerial attention), service level management as an ITIL process deserves extra attention (sla versus underpinning contract).
As an aditional point of view, ISO20000 IS prescriptive. Main points are:
1. customer focus
2. intregrated approach
3. continuous improvement, and
4. End-to-End control!!
The latter (E2E control) is extremely important for qualifying for the audit certificate: End to end control means that as the primary service supplier to a customer, you have management control over the entire service chain, including contractors and sub-contractors. Of course, going back to ITIL, the already mentioned service level management process will assist you in getting this control.
Hope this helps,
Cheers,
Michiel
----------------------------
Thanks for sharing about ITIL.i did not know about that.it's like a networking process.
Joined: Mar 10, 2008 Posts: 401 Location: Sunderland
Posted: Wed Mar 30, 2011 8:15 pm Post subject: Re: Scope of ITIL in the BPO/KPO industry
symond93 wrote:
BPOs have a great scope in India. Around 5 years back, BPOs were just a means by which companies could save costs. Only a few activities were outsourced.The continuously growing BPO sector in India is the new call for young generations of the country who are on the verge of make their careers.The yardstick to measure the presence of BPO in India can be seen in the global economic preferences.
BPOs use ITIL as a badge of quality and consistency to instill confidence in customers that wherever service is delivered from the consistency of approach and good practice will be the same.
Make no mistake, India is not regarded as a hive of ITIL knowledge and good practice - BPOs offshore to India because it's cheap and it's that cost-centric approach to service delivery that will see BPO work moved from India-to-Philippines-to China-to West Africa, etc, etc. There will always be someone who will do the work for cheaper. Unfortunately for the India BPO industry, Philppines are generally a little cheaper at the moment and tend to have clearer English, often tinged with an American twang (which always helps). Doubly unfortunate for the India BPO industry, their own domestic market for BPO (i.e. Indian companies that want to outsource) isn't worth a hill of beans when compared with the offshoring market.
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