This IDC study explores the features of a recent seven-year outsourcing arrangement between HP Canada and TD Bank for the upgrade and management of the bank's automated banking machine (ABM) network and point-of-sale (POS) transaction infrastructure. It discusses the business, technical, and relationship features of the arrangement that make it beneficial for both parties and highlights key characteristics that are transferable to other outsourcing situations.

IDC believes that the key to a good outsourcing provider/customer relationship is a common focus by all parties on the customer's customer. That is the heart of the outsourcing customer's business, and it is the wellspring of future growth opportunities for services providers. Successful outsourcing arrangements on this basis can drive greater value from IT resources and more business benefit for both customers and services providers.

"At a time when every bit of value from every aspect of business counts for meeting business goals, organizations will need to put considerable effort into making services provider/customer relationships as productive as possible to derive the most IT-based value from outsourcing arrangements." ? Margaret Tanaszi, global manager, IT Value Metrics and Measurement