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Efficiency in Service Delivery:
Selective Outsourcing Approach Redefines Business Value
A Sun Managed Operations Services
White Paper with Case Studies
www.sun.com
Abstract
IT Service Delivery Evolves
When an enterprise relies on outsourcing for select components of its IT operations, it is critical that the service
provider employs an efficient delivery model. Such a model encompasses a process-driven yet adaptable
approach that delivers maximum performance along with reduced operating costs. The foundation of an
efficient service delivery model is the interconnection of tools, resources, and processes.
As IT service delivery evolves and more outsourcing options are available to businesses of all sizes, these
efficiencies are becoming increasingly critical to meeting the diverse demands of the outsourcing market.
Historically, outsourcing options for meeting skill or technology gaps were all or nothing—companies had to
hire someone internally or dole out major portions of their operations. While traditional full-service outsourcing
works for larger organizations, midtier companies often need something more adaptable and efficient. And with
offerings such as Sun Managed Operations Services, clients now have the flexibility to achieve this business
value while maintaining as much internal control of their systems as desired.
Redefining the IT Lifecycle
Demand for new application development and integration evolves with business requirements. The classic IT
operations lifecycle built on 'design, build, run' can no longer effectively meet the complexities of IT operations
management. Many organizations, which have IT operations driven by both new and end-of-life technology, are
not able to hire all of the expertise required to effectively manage their infrastructure, applications, and network.
To address these complexities, outsourcing providers are taking a new approach to the 'run' component of the
lifecycle.
An effective service delivery model is process-oriented and adaptable to business requirements, which may
include increased network availability or proactive management and maintenance of a mission-critical
application. This proactive component should not be overlooked because the ability to address issues before
they impact the organization is critical when technology drives business performance.
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