GLOBAL DELIVERY MODEL & TOOLS AND PROCESSES
Global Delivery Model
IIS’ global delivery model helps drive down costs and speed up implementation of strategic initiatives, enabling clients to compete and win in the global economy. At IIS, we invest to meet our clients’ future challenges through a full-service portfolio and flexible delivery options that balance cost, quality and risk. Our best-fit delivery approach includes IIS’ unique client proximity model that provides for local resources to deliver the quick response and local accountability required for success. Through these local teams, we offer onshore, nearshore, an offshore options that include the skilled resources who operate under a common governance model that delivers consistent results.
Tools and Processes
At IIS, IT outsourcing goes hand-in-hand with our management foundation governance model. This model includes three major frameworks, including one that focuses on quality assurance and client satisfaction. Our client satisfaction framework covers every aspect of our engagements, including service offerings, contract negotiations and service delivery, and makes best use of IT tools and processes available. Built on IIS’ collective expertise and experience, the framework reflects the industry’s best standards and practices and is built to support our full range of services and implementation strategies. The client satisfaction framework is one aspect of the IIS management foundation, a set of value and principles that governs the management of our global activities and seeks to ensure quality and excellence in all our partner relationships. By implementing the foundation, IIS obtained ISO 9001 certification.
Outsourcing Tools and Processes
IIS’ outsourcing processes are based on the Project Management Institute’s Project Management Body of Knowledge (PMBOK) as well as industry best practices, including ITIL, SEI-CMMI, COBIT, and ISO 9001. Our framework also includes proven methodologies required to manage and support IT outsourcing services engagements, and independent of their scope. Another important feature of the framework is the range of integrated outsourcing tools that utilize the latest technologies and enable our IT professionals to complete projects quickly and efficiently.
Measuring Client Satisfaction with IT Managed Services
IIS’ framework is an effective operating model for IT outsourcing services that deliver the following benefits:
- Accelerated delivery through enhance productivity
- High end-user and client satisfaction levels through quality gains
- Cost savings through efficiency gains
- Continual improvement throughout the application management lifecycle
- Multi-disciplinary teams of professionals with the expertise, tools and supervision to ensure client success
- Fast response and problem-solving times
In lines with our client satisfaction framework and our ability to successfully deliver these benefits undergo constant evaluation. Every client attends a meeting with IIS’ stakeholders to ascertain its overall level of satisfaction with the services provided, identify any points requiring improvement and address any concerns promptly.