IDG Contributor Network: Deciding between active and passive management when outsourcing services

There are effectively two models for managing outsourcing relationships, whether it’s for IT and infrastructure services or for BPO. The services industry has been pushing a managed services environment as the best practice. But in reality, this is not the best practice for all types of outsourcing.Passive management implies that you are managing to service levels. It’s very consistent with the book I wrote in 2000, Turning Lead Into Gold: The Demystification of Outsourcing, in which