ABSTRACT
Outsourcing has grown to become a primary force shaping business, especially in the information technology (IT) arena. Owing to high costs, service that is often viewed as unresponsive and frustrating, and a willingness to see IT as an easily substitutable commodity, many organizations have targeted the IT function as a prime outsourcing candidate. Many IT executives have realized too late that their efforts to optimize internal technology have been eclipsed by the pressing need to deal with external communications and service effectiveness issues.
