Outsourcing of IT services and applications helps many of the leading companies in the world reduce costs and increase efficiency by focusing at their core business, while leaving the management of their IT infrastructure in the hands of external specialists. But how do outsourcing companies reduce their own costs, increase their productivity, and at the same time improve the quality of their services to retain the confidence of their customers? When the Dutch branch of Capgemini made the decision to expand its outsourcing business in Central Europe, the complexity of its IT infrastructure began growing rapidly. The company embarked on an ambitious project to implement ITIL best practices in order to ensure the delivery of high service levels to all its customers. Lees meer >