In the current 'cost down' environment many organisations are looking at the options to reduce their IT cost base without degrading service. Outsourcing has long been a popular model for companies looking to optimise IT service provision. However for a variety of reasons, outsourcing is not an option for some organisations. This does not mean that these organisations cannot take advantage of many of the approaches that outsourcers use to optimise their services.

This practical paper illustrates over 20 key practices typically used by outsourcers that can be used or adapted by in-house and shared services organisations.

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