ITPEC FE Morning April 2018 Question 63
ITPEC FE Morning April 2018 — Question 63 of 80
IT outsourcing quality control — measures to prevent service quality decline when outsourcing
When outsourcing IT services, the primary measure against quality decline is to agree on measurable quality levels with the subcontractor using service quality indexes (KPIs/SLAs).
- •This ensures both parties have a shared, objective standard for quality
- •Quality can be monitored, measured, and enforced through the contract
Why not others:
- a) Securing human resources for cost assessment — addresses cost control, not quality
- b) Stating detailed fee structure in the contract — addresses cost transparency, not quality
- c) Requesting HR development plan during subcontractor selection — addresses internal staffing after outsourcing, not subcontractor quality
Key rule: Outsourcing quality risk is mitigated by defining measurable service quality indexes (SLAs/KPIs) agreed upon with the subcontractor.
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