Benchmarking Outsourced IT and OT Services

To improve information technology's effectiveness in fulfilling business needs at competitive cost, many industrial organizations now apply processes from the IT Infrastructure Library (ITIL) to benchmark their own IT performance against KPIs. As more and more companies outsource selected IT activities to be able to deal more efficiently with varying workloads and domain areas, they also need to benchmark the performance of these outsourced IT processes.

More recently, the need has also arisen for companies to be able to benchmark the performance of outsourced services for activities related to operational technology-related manufacturing operations management (MOM).

This ARC Advisory Group Insight reports about this emerging trend based on user and vendor interviews and provides recommendations for managing the performance of outsourced IT and OT services.

Cost and Quality of IT Operations
During the last decade, industry has gradually improved the cost and quality of IT functions through improved practices. Similar to other domains such as project management or asset management, available standards provide best practices for IT. This includes guidance for setting strategy, planning, operating, and improving IT functions. ITIL, the worldwide de-facto-standard for service management, provides broad and publicly available professional documentation on planning, delivering, and supporting IT services to meet corporate requirements effectively and efficiently.

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Keywords: ITIL, Outsourcing, Maturity, Benchmark, Quality, Cost, Effectiveness, Manufacturing Operations Management (MOM), ARC Advisory Group.