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Raising the Bar: Peter Bendor-Samuel discusses the evolution of outsourcing as a strategy to improve the level of service.

Keeping the Personal Touch in Outsourcing: Jim Peiffer, Dresser's computer services manager, walks us through the evolution of a relationship.

In Pursuit of Best Practices: When Halliburton Company merged with Brown and Root, the company ended up with two separate benefits administration groups. Outsourcing was the answer.

SLAs and the Bottom Line: Randy Johnson looks at measurements that can increase the power of SLAs in improving a company's bottom line.

Measuring Value in IT: How should the performance of an information systems division be measured, and how should its value be defined?

Negotiating Effective Service Level Agreements (SLAs): This article is an overview of effective SLAs and some of the challenges in negotiating these agreements.

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