When considering outsourcing, what is the best way to deal with the contractor having remote access to our network; that is, should we require them to request access as needed to have control?
QUESTION POSED ON: 17 MAR 2006
QUESTION ANSWERED BY: Jack Freker
You and your contractor almost certainly share something in common -- you both want the services that are delivered to meet the requirements as set forth in your outsourcing contract and inherent service-level agreements, or SLAs. That way, your outsourcer keeps the business and you get to keep your job. But in order for both you and your outsourcer to succeed, your outsourcer must have access to your internal systems that relate to the outsourced service being provided.
As a rule of thumb, you should err on the side of caution and only provide administrative access to those IT systems that are directly related to the services that your outsourcers are providing. When beginning your outsourcing relationship, compile a list of all relevant systems your provider will require access to and review this list carefully with your outsourcer. You may find that there are systems that your provider will need access to that weren't immediately apparent to you.
Next, ensure that you provide dedicated usernames and passwords to your outsourcers. Don't "share" credentials. This makes it more difficult to audit when trying to determine who made configuration changes to what systems.
Lastly, to help foster an environment of outsourcing success, consider your outsourcer to be an extension of your team. Include them in internal meetings. Ensure they receive relevant e-mail communications. Make them feel like they're an important part of your organization and not just "hired help." Receiving a pay check is certainly one motivating factor, but to get the most out of your outsourcers, make the front-line personnel that are driving your service delivery feel like they're an important part of your organization's success.
|
|
|
