Introduction
The Part B of the IT Outsourcing Vendor Evaluation Questions delves into the technical aspects and specific details of the Offshore Development Center (ODC) and the vendor's capabilities. It covers topics related to network architecture, hardware/software requirements, secure connectivity, patch management policies, developer machine configurations, and interaction points between the onsite and offshore teams.
Additionally, it addresses the onshore/offshore ratio, knowledge management processes, training programs, contract terms, billing rates, and support services, including the organization's industry standard certifications. These questions aim to provide a comprehensive understanding of the vendor's technical capabilities, processes, and how they align with the customer's specific requirements. By evaluating these aspects, customer organizations can make informed decisions and choose the right vendor for their IT outsourcing initiatives.
IT Outsourcing Vendor Evaluation Questions - PART B
Describe the Offshore Development Center (ODC) network architecture and how the ODC would be connected to the secure Customer network.
Provide details of hardware/software / bandwidth required to be installed at Customer for secure connectivity?
Any additional tools required to ensure the required security controls are implemented in the proposed Secure ODC ?
Provide the typical configuration of the Developers’ machines (hardware and software)?
Does the Customer pay for software licenses and hardware needed for developers?
Will the developers have permissions to install any software on their devices ?
What is your Patch management policy ?
Do developer’s machines have USB disabled ?
How do Windows updates get installed on developer’s machines ?
How are patches and updates taken care in a WFH scenario where the end point devices are not connected to the organization’s network?
What are the interaction points between your onsite team and offshore team?
What processes are in place to ensure effective onsite and offshore team interaction ?
Describe how your organization manages the onshore/offshore ratio.
What is your target ratio for applications development work? How many projects have met the target onshore/offshore ratio for the full duration of the project? What were the lessons learned from these projects? What is your recommendation for Customer?
Describe your process to manage attrition? Provide your attrition rate for the last 3 years?
Describe your knowledge management system and processes that are in place to ensure its usage. Describe how Customer can use this system?
Are you willing to pay for the knowledge transfer phase onsite before moving the project offshore? Please explain your knowledge transfer process onsite and timetable while onsite.
What is your process for obtaining Domain training for your team? What is your expertise in various industry domains ?
Describe the project level and relationship level information your organization will provide Customer on a weekly, monthly and quarterly basis.
What contracting models (time and materials, consumption, fixed cost, risk & reward) are supported?
Describe the process used to determine which contracting model is used for an engagement.
What ODC related costs (infrastructure costs, security, etc.) are generally charged to the Customer in addition to people costs?
Describe the typical training required for a new team member before they are ‘billable’ on the projects.
How do you perform Knowledge and Skill gap analysis for the deployed resources ? for the gaps identified what is the approach to close the gaps ?
Describe your program for on-going training for the project team. How is the impact to project schedule managed while the team is in training?
Provide your standard contract terms, statement of work and SLA’s with penalty and reward clauses for intermediate and final milestones.
What are the typical working hours of the ODC team? What are the typical billable hours per day for each resource?
Provide the billing rates for the various resources (onshore and offshore).
Are you willing to do a prototype project with Customer (scope to be determined later) for a period of couple of months with couple of resources at your cost?
How do you monitor the team’s performance? How do you help the Customers manage the performance and overall project goals, expectations ?
What is the career path for your staff? How does their career path affect the Customers? How is this managed? Do customers get to have a say in this for resources who have been on the engagement for long.
Provide us with a case study of a complex software application development project.
Do you have a 24X7 support team ? do they perform application support or IT infrastructure support ?
What are the typical SLA's you have for your 24X7 support engagements ?
Which industry standard certifications your organization has - please list everything that is applicable (ISO, CMMi, PCI, SSAE)
Importance and applicability of these vendor evaluations questions of PART B
PART B of the IT Outsourcing Vendor Evaluation Questions focuses on the technical aspects of the Offshore Development Center (ODC) and vendor capabilities. These questions are crucial for ensuring a successful and secure collaboration between the customer organization and the vendor. Here are some key aspects and the importance of these set of questions:
Network Architecture and Secure Connectivity: Understanding the ODC's network architecture and how it connects to the customer's secure network is vital to ensure data protection and confidentiality. This knowledge helps assess the vendor's ability to establish a secure communication channel and protect sensitive customer data.
Hardware and Software Configuration: Knowing the typical configuration of developers' machines, including hardware and software, ensures that the necessary resources are available for the team. It also helps in assessing whether the vendor or customer is responsible for providing software licenses and hardware, impacting budget planning.
Patch Management and Security Policies: An effective patch management policy ensures that the ODC's systems are up-to-date and protected against vulnerabilities. It reflects the vendor's commitment to maintaining a secure environment and minimizing potential risks.
Onsite and Offshore Team Interaction: Effective communication and collaboration between onsite and offshore teams are critical for project success. Understanding the processes in place to facilitate this interaction helps ensure smooth coordination and project progress.
Contracting Models and Billing Rates: The choice of contracting model impacts the financial aspects of the engagement. Clarity on billing rates and additional costs helps the customer organization plan its budget accordingly.
Knowledge Transfer and Training: Proper knowledge transfer and training are essential for team readiness and project success. Understanding the vendor's approach to knowledge transfer and ongoing training ensures that the team is well-equipped to deliver high-quality results.
SLAs and 24x7 Support: Service Level Agreements (SLAs) define the expectations and accountability for support services. Knowledge of SLAs and 24x7 support capabilities ensures that the vendor can meet critical support requirements, minimizing downtime and maximizing customer satisfaction.
Industry Standard Certifications: Industry standard certifications such as ISO, CMMi, PCI, and SSAE demonstrate the vendor's commitment to quality, security, and compliance. These certifications provide an added level of assurance to customer organizations.
By addressing these technical aspects in PART B, customer organizations can make informed decisions, assess the vendor's technical capabilities, and identify potential risks or areas of improvement. A thorough evaluation of these aspects helps in selecting the right IT outsourcing partner and fostering a successful, long-term partnership.
Conclusion
In conclusion, conducting a comprehensive evaluation of IT outsourcing vendors is crucial for customer organizations to minimize risks and ensure successful collaborations. PART A of the IT Outsourcing Vendor Evaluation Questions covered critical areas such as data protection, intellectual property, workforce scalability, and process maturity, providing valuable insights into the vendor's capabilities and alignment with customer requirements.
Moving into PART B, the focus shifted towards technical aspects, including network architecture, hardware/software configuration, and security policies. These questions shed light on the vendor's technical prowess, communication capabilities, and adherence to industry standards.
By combining both PART A and PART B, customer organizations can make well-informed decisions and identify the most suitable vendor for their IT outsourcing initiatives. Thoroughly assessing these aspects ensures that the chosen vendor aligns with the customer's vision, values, and goals, setting the stage for a successful and productive partnership.
Remember, IT outsourcing is a strategic decision that can significantly impact an organization's success. Thus, investing time and effort in vendor evaluation is vital to achieve seamless collaboration, cost efficiency, and exceptional project outcomes. With these comprehensive evaluation questionnaires, customer organizations can embark on their IT outsourcing journey with confidence, knowing that they have chosen the right partner to navigate the dynamic landscape of software development and IT services.