ABSTRACT
Outsourcing IT services does not mean that the recipient is no longer responsible or can stop paying attention to them (Lacity and Hirschheim 1993). We have seen in Chapter 6 how the responsibilities should be distributed over the organizational levels involved. Our conclusion there was that only operational responsibilities for IT services delivery can be outsourced. And even then, the recipients must still manage their delivery (Rockart et al. 1996; Feeny and Willcocks 1998). This point was elaborated in Chapter 8, in which four recipient-side governance factors were identified: a clear IT strategy, the embedment of IT in the business, a chief information officer (CIO) and information managers.
