Machine derived contents note: List of figures; List of tables; List of illustrations; Acknowledgements; 1. Introduction; 2. Global services outsourcing overview; 3. Making the services outsourcing decision; 4. Location and sourcing model choice in global services outsourcing; 5. Managing global services outsourcing arrangements; 6. Creating shared services arrangements; 7. Services outsourcing and performance management; 8. Services outsourcing and the spin-off arrangement; 9. Learning from failure and strategies for recovery in business process outsourcing; 10. Conclusions; Glossary; Index.