QUESTION 1

(a) What do you understand by the term "Outsourcing"?

(b) Outsourcing services can be categorized into two groups namely Technology
Services and Business Processes. List down three services outsourced under each category

(c) Explain the different modes of Outsourcing?

(d) Explain one advantage and disadvantage of Outsourcing

QUESTION 2

(a) What do you understand by Contract Management and what is the central aim of contract management?

(b) List down the end-of-contract options and explain the cost involved for each option

(c) Explain the meaning of Service Level Agreement (SLA) and list down two metrics specified in the SLA?

QUESTION 3

(a) Explain the meaning of Business Process Outsourcing (BPO)

(b) BPO deals mainly with non-core processes of an organization. Explain four of such type of processes

(c) List and briefly describe three drivers and three inhibitors (risks) for BPO

QUESTION 4

(a) Give five main criteria for selecting an outsourcing supplier

(b) What do you understand by Request for Information and Request for Proposal (RFP)?

(c) List down 5 questions specific to a vendor's capability to provide the required service asked in a RFP?