1. IVY Plus RoundTable Outsourcing Data/Voice Services Discussion susan_delellis@harvard.edu Tuesday, May 8, 2012 Harvard University

2. IVY Plus RoundTable – Outsourcing Data/Voice Services What Types of services are you Outsourcing today or evaluating for outsourcing in the near future? 2 Email Web Conf. UC Telephony/Call Centers Document Management Apps Infrastructure Services Cloud/SaaS Managed Hosting Remote Monitoring or Support Other Services?

3. IVY Plus RoundTable – Outsourcing Data/Voice Services What have been the drivers for your organization to Outsource? 3 Resources Features/Functionality Price Others?

4. IVY Plus RoundTable – Outsourcing Data/Voice Services What contract terms/conditions and SLAs have been critical to your organization in negotiating outsourced solutions? How successful have you been in incorporating them into outsourced agreements with your vendors? –Security, Data Privacy & Data location –SLA’s tied to Service Credits –Most Favored Nations Clauses –Price caps tied to an index (CPI or other) –Language against planned new features/old feature retirement –Exit strategies –Other? 4

5. IVY Plus RoundTable – Outsourcing Data/Voice Services In general, how happy have you been with your outsourced services and vendors providing outsourced services? What have been some of the issues and limitations you have encountered? Are some vendors better than others? Would you recommend use of their services to others? How has your user community responded to the Outsourced solutions? 5