This study IDC discusses the importance of creating a robust but flexible governance model to meet the changing needs of both the end-user organisation and service providers (SPs). This study highlights some best practices in defining the governance framework, especially within multisourced environments.

"It is critical for organisations and SPs to invest in relationships. The governance process should be structured by assessing current priorities, investments, progress milestones, and challenges at the very outset during the negotiation and contracting phases of outsourcing relationships," says Aprajita Sharma, research manager, Outsourcing and Business Process Outsourcing (BPO) Research, IDC Australia.