Managing Your Outsourced IT Services Provider: How to Unleash the Full Potential of Your Global Workforce

Introduction

Organizations seek to focus on their core business processes while delegating noncore processes; they consequently select a service provider to manage these noncore tasks. In the information technology (IT) services industry, a business that provides services is referred to as a service provider organization (SPO), and the receiver of such services is called a service receiver organization (SRO). In such a scenario, personnel from the SRO become customers of the SPO.

Over the past several decades, IT outsourcing has become increasingly common; many organizations find that they are able to reduce their costs and focus on their core business processes when IT outsourcing is adopted. However, a common concern expressed by executives ...