1. Running head: OUTSOURCE HELPDESK SUPPORT AT PAYPAL
To maximize helpdesk support at PayPal through IT outsourcing
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2. OUTSOURCE HELPDESK SUPPORT AT PAYPAL
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Executive summary
LEVERAGING IT TO OPTIMIZE PERFORMANCE
1. Introduction
1.1How organization can leverage IT for performance
1.1.1 Support the business strategies, processes, organizational structures and culture of a
business enterprise.
1.1.2 Improve efficiency (based on cost, time and use of information resources
1.1.3 Effectiveness in supporting the business strategies,
1.1.4 Enabling business processes,
1.1.5 Increasing the customer and business value of the enterprise
1.2 Reasons for IT project failures
1.2.1Broken Outsourcing a function
1.2.2 Skimping on R&D (total cost structure, value improvements or savings, and/or avoidance)
1.2.3 Misunderstanding the service levels
1.2.4 Poor Strategic sourcing process
1.2.5 Contract management process not used
1.2.6 Upfront risk assessment not performed
2. Proposed solutions- IT/IS Outsourcing
2.1 Managing IT outsourcing projects
2.2 Goals of IT outsourcing
2.3 Stakeholder analysis and Matrix
2.4 Project Deliverables an milestone (WBS)
2.5 Outsourcing risks and risk management
2.5.1 Other Resources requirements
2.5.2 Impact of IT outsourcing on organization culture
3. Selection of providers
3.1 Selection Criteria
3.2 Budget allocation and budgetary constraints
3.3 Cost benefit analysis
4. Implementation
4.1 Goals

3. OUTSOURCE HELPDESK SUPPORT AT PAYPAL
4.2 Success factors
4.3 Project monitoring and control
4.4 Provider management- due diligence, reporting, oversigtht
4.5 The service level agreement (SLA)- KPI cist drivers, service levels
4.6 Billing accuracy- support, invoicing, and discounts
5. Success criteria
5.1 Management plan
5.2 Project management team/ oversight team
5.3 Management report
5.4 Operational excellence
6. Financial planning and execution
6.1 Budgeting
6.2 Budgetary control- cost overruns
6.3 Variances analysis
6.4 Reflection and Recommendations for future managerial actions
7. References
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