3. IT service buyers should establish shared stretch goals that encourage in-house and outsourced skills to be deployed and reviewed regularly. "It is normal for an outsourcing relationship to plateau at some point over time. Too many such relationships operate on a mentality of, 'If it's not broken, don't tinker with it; if the SLAs are green, service must be good,'" says Fersht. "Our interviews of successful enterprises showed that they pursued major process overhauls with unrelenting tenacity."
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