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Metrics and Benchmarking: Negotiating Outsource Service Levels

by Michael C. Mah

Companies outsource for many reasons in today's competitive economy. Many are seeking speed and agility to respond to the marketplace. Others seek faster IT at lower costs or access to IT core competencies of an alliance partner, freeing them to focus on their own.

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Metrics and Benchmarking: Negotiating Outsource Service Levels July 2001

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Cutter Consortium, founded in 1986, is a global IT advisory firm helping organizations forge solutions to the business technology challenges they face. Through its research, consulting, and training, Cutter assists enterprises as they create, implement, and maintain IT systems and organizations that support business objectives and encourage innovation. Cutter pushes the thinking in the field by fostering debate and collaboration between thought leaders from different domains, countries, and disciplines. As a completely independent entity that has no special ties to vendors, Cutter Consortium is beholden to no one and dedicated to providing completely objective, unbiased information to its clients. Cutter Consortium gives you access to the top thinkers in IT.

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Metrics and Benchmarking: Negotiating Outsource Service Levels