Issues in relationship management for obtaining the benefits of a shared service center
ICEC '04 Proceedings of the 6th international conference on Electronic commerce
SLA Design and Service Provisioning for Outsourced Services
Journal of Network and Systems Management
Business-Driven Design of Infrastructures for IT Services
Journal of Network and Systems Management
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This article deals with IT outsourcing contracts. Contract amendments are often necessary, either because of changing client needs, or because the contracts themselves are incomplete. In some cases, requests for changes give rise to disputes and even litigation. Alsomarket conformity is a hot topic for IT outsourcing contracts. Dissatisfied clients may wish to repatriate the service as a result, which may be very costly or even impossible. This results in the issues that are addressed in this paper: the transition to another supplier.The approach we used includes desk research involving six European IT outsourcing situations, including one that was worldwide in scope. A senior lawyer and contract managers with the IT supplier were interviewed on the basis of this desk research. This paper will present a series of propositions related to the management of IT outsourcing contracts derived from this research.