Information Technology Service Management (ITSM) is a set of specialized organizational capabilities for providing value to customers in the form of services. It generally covers the "Back office" or the operational concerns of IT management. ITSM employs Information Technology Infrastructure Library (ITIL) best practices and typically extends into areas, such ...Download Now
Large organizations moving to outsource any of their business processes have scores of issues and questions they must confront before taking that step. Two considerations that are too often underemphasized are the role of the Information Technology (IT) department and the role of IT itself in the business process outsourcing ...Download Now
Large-scale, complex outsourcing deals have produced equally complex management issues that are often difficult to handle, and in response, numerous third-party Outsourcing Management (OM) tools have been developed. OM tools help drive and reflect operational and management discipline, provide greater accuracy and independence from outsourcing service providers, and serve as ...Download Now
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