CHAPTER 5

The Organization of IT Service Receivers

Organizations that want to focus on their core business processes while delegating noncore processes need to select a service provider. In the IT services industry, a business that provides IT services to other organizations is the IT service provider organization (SPO), and the receiver of such services is the IT service receiver organization (SRO). In such a case, personnel from the SRO become customers of the SPO. A person or group from the SPO who sells their organization’s services is referred to as a seller. Once there is an agreement between a service provider and a service receiver regarding the services to be performed by the SPO, a contract is signed.

IT SROs outsource their IT business ...

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