SIAM/MSI

David Clifford is a Director at Pace Harmon, an international advisory firm headquartered in the United States of America. Pace Harmon supports clients in their most critical outsourcing, technology sourcing, service and program optimisation, and transformation programs.David has written and contributed to a number of publications in the ITSM space, including ITIL®, service agreements and international standards. He also initiated, contributed to the development and assisted with the promotion of EXIN’s ITSM qualification programme based on ISO/IEC 20000.He is a former President of itSMF International’s priSM credentialing programme that has now been superseded by the AXELOS Limited credentialing programme.He is currently Chair of the BSI committee on IT governance (ISO/IEC 38500) and contributes to the development of the ITSM standard (ISO/IEC 20000) and BPO for the IT Enabled Services standard (ISO/IEC 30105).He holds the O-1 visa granted by the US Government that is reserved for those who have reached the top of their field.

• 1: Types of Outsourcing  2: Moving from the Traditional MSP Model3: Sourcing Market Trends4: Determining the Governance and IT Operating Model5: Types of Service Integration Models 6: Aggregating Service Level Performance7: Multi-sourcing RFP Approach8: Transition Stage9: Looking Further into the Future10: Abbreviations Used/Glossary