Operating Level Agreements (OLAs) are evolving from simple performance specifications to records of interdependence and shared accountabilities – something fundamentally new in the deal structure of outsourcing.  The changing role of the OLA is a work-in-progress that is opening up ...

One key element in the preparation of any request for proposal (RFP) for outsourced services is the collection of data: both service volumes and financial data.  This information will provide the foundation of the proposals prepared by the service providers ...

Numerous factors influence the financial business case of any information technology outsourcing (ITO) initiative, including general market conditions, competition, and service provider strategies and motivations.  While those are all very real inputs to the economics of a transaction, a firm ...