Building World-Class Outsourcing Governance: Accepting, Managing and Surfing on Waves of Change

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Cynthia Batty

Cynthia Batty

How hard can it be to build a world-class outsourcing governance organization? The components are all known by now: ISG has been providing strong and continuously improving operating model consulting for nearly a decade and in recent years has been providing governance as a managed service to our clients. But as all of our practitioners around the world would tell you, we learn something new every day. Perhaps our most significant learning is that introducing outsourced managed services into an organization creates fundamental organizational change that can take years to master.

This ISG white paper explores some of the changes an organization can expect when they contract third parties to perform services. 
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About the author

Cynthia Batty

Cynthia Batty

Cynthia Batty is the ISG’s Chief Knowledge Officer. In this role she is the ISG service methodology architect and global integrator of the company’s products and services, and is the leader for developing, growing and leveraging ISG’s accumulated intellectual property resources. Prior to this role, Cynthia was a lead in ISG’s Governance and Transformation practices, and maintains a continuing role in the Organizational Change Management practice. She brings 25 years of practical experience to advise clients on their sourcing governance and service management design, as well as organizational change management and maturity development. She is a recognized expert in sourcing governance, vendor and contract management. She has helped more than 50 governance organizations with business management and service management processes in both single-provider and multi-provider environments.

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