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Making IT Count by Peter Petherbridge, Leslie Willcocks, Nancy Olson

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Delivering sourcing strategy for IT and e-business

‘The customer from hell is the naïve buyer’. CEO, major IT service provider.

‘Outsourcing contracts are agreed in concept, but delivered in detail, and that's why they can break down – the devil is in the detail’. Account Manager.

‘I see ourselves as in competition for resources and attention, against all the other customers of the supplier’. John Yard, IT Director, UK Inland Revenue.

6.1 Introduction

A great deal is now known about IT and e-business outsourcing, here defined as the handing over to a third party of the management and operation of an organization's IT/e-business assets ...

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