No. 1 Outsourcing Gripe: Lousy Service.

The article reports that a survey shows that the top risk of information technology (IT) outsourcing is poor quality service despite the tight service-level agreements (SLAs) as stated by most IT leaders in the U.S. Barr Snyderwine, chief information officer (CIO) at Hargrove, states that SLAs is insufficient for managing outsourced services and he stresses that governance is the key in outsourcing services. The author states that with the results, CIOs need to improve their service management.