By Anna Frazzetto, VP of Technology Solutions, Harvey Nash

Review each potential with a rigorous eye. Will all processes and procedures be documented? How is engagement data recorded, stored and accessed? Will your teams have easy, constant access to the information you need? If not, what is being excluded or delayed and why? You always want to know what your chance to find out. actions, information and work can be traced and measured. After all, isn’t it it always the information you don ’t have that you need the most?

Make sure your teams, from management all the way down the line, will be provided with the kind of data and reporting they need. If the outsourcer’s details and your ability to measure solution success will be greatly limited.

To gain an understanding of how outsourcing providers build and manage the teams that will take over your IT function, analyze their talent development and education practices.

Look at new-hire orientation and training programs and evaluate their approach to technical and soft skill development. Consider if learning service standards, is 100% independent (self-study and computer-based) or incorporates instructors and classroom interaction. Is their enough focus on learning and talent development? Will their education approach help develop and maintain the caliber of talent you want within your IT environment and serving your clients? If ongoing and thorough talent development are not cornerstones of an outsourcing turning important business responsibilities over to substandard performers.

It’s also important to analyze the recruitment and retention programs re to manage and potential providers maintain a skilled, dependable staff. High turnover and continuous recruiting are not only costly challenges, they also disrupt workflow with training demands and a constant reshuffling of team members. However, if concerted, continuous efforts are made to hire and maintain knowledgeable, skilled professionals on staff, you can be assured of greater solution efficiency and performance.

Moving an internal function out is a complex, delicate procedure. Your business needs an outsourcing partner that can support your organization through the change, expertly helping managers and staff members adjust and manage the transition.

Find out what change management services and support they offer to minimize impact to your current environment. Will there be an exhaustive transition plan and dedicated transition team in place? Ask plenty of questions to ensure potential providers understand the many challenges (staff, technical and operational) that come with outsourcing and offer creative, proven ways to alleviate stress on your organization.

How do you like to be handled when it comes to vendors and services providers? With outsourcing, account management must be rigorous, accountable and responsive. Here are a few of the account service requirements you should insist upon from your outsourcing partner.

Finally, it’s important to take a look at the "extras" and keep business resource for outsourcing provider offers to see your organization. Keep the following questions in mind:

- Does the provider offer your business greater access to current industry expertise and resources, such as research libraries and white papers?

- What key industry alliances does the provider have that may be beneficial to your organization?

- What kind of additional consulting services does the outsourcer offer and do they align to some of your organization's support needs?

Outsourcing is a tremendous investment and requires the highest levels of trust and confidence between your organization and the outsourcing provider. However, it is not blind trust you are offering your provider. Prior to signing any contract, you must meticulously scrutinize potential providers and gather proven evidence of their ability to deliver timely, high-quality and cost-effective solutions.

Examine every step of their approach to ensure they possess an absolute customer focus that emphasizes responsiveness and proactive IT leadership. Settle for nothing less than a total solution provider with the service and quality focus that supports your e vision and IT strategy. In the end, the outsourcing choice is yours. Make it a good one.