1. WHAT’S IT ALL ABOUT? 1
2. MAKING THE DEAL 11
3. WHAT RISKS? 47
4. FOUNDATIONS AND FRAMEWORKS 55
5. THE SERVICES 69
6. FINANCIALTERMS 81
7. PERFORMANCE STANDARDS 107
8. INTELLECTUAL PROPERTY 125
9. TRANSITIONS 143
10. GOVERNANCE 169
11. TROUBLED CONTRACTS 185
12. THE FINE PRINT—RISK ALLOCATION AND REMEDIES 197
13. COMPLIANCE 231
14. FLAVORS AND VARIETIES 265
15. OUTSOURCING AMID ECONOMIC UPHEAVAL 303
APPENDICES 325
Introduction—Forms 325
APPENDIX 1: IT Term Sheet 328
APPENDIX 2: Letter of Intent 370
APPENDIX 3: Master Services Agreement 372
APPENDIX 4: Service Description—Information Technology Services 416
APPENDIX 5: Service Description—Finance and Accounting Services 419
APPENDIX 6: Service Levels—Information Technology Services 422
APPENDIX 7: Service Levels—Finance and Accounting Services 435
APPENDIX 8: Charges—Information Technology Services 443
APPENDIX 9: Charges—Applications, Development and Maintenance Services 457
APPENDIX 10: Charges—Finance and Accounting Services 466
APPENDIX 11: Standard Terms for Projects 475
APPENDIX 12: Governance 490
APPENDIX 13: Cooperation Agreement 498
INDEX 513