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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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1.2. Sourcing from Within—Why Insource?

Interestingly enough, the companies that we visited in our quest for that all-elusive benchmark were all struggling with the outsourcing issue. Some companies had outsourced their entire operations piece and were struggling with the trends of decreasing LOS and increasing costs, as described earlier. Other companies were looking to outsource, citing that hardware and software operations were not a core competency. In either case, it is obvious that outsourcing is on everyone's mind and will continue to be a viable alternative. The point we do want to drive home is that even though it is a viable option, it is only the correct one if certain factors are met. However, unless you have truly defined and stabilized ...

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