Noting that UU is about to outsource aspects of IT service provision, what are four attributes of a good user support organisation? These attributes should help in identifying key issues for the outsourcing negotiations so that service provision in this area is likely to continue at an appropriate level

Noting that UU is about to outsource aspects of IT service provision, what are four attributes of a good user support organisation? These attributes should help in identifying key issues for the outsourcing negotiations so that service provision in this area is likely to continue at an appropriate level. Describe how UU could measure whether their user support was working well with respect to each of these attributes.

Assume you are the portfolio manager within the IT Systems Development section at UU, with a responsibility for managing the application portfolio. Some of the inhouse developed systems are legacy systems, mostly written in procedural languages and siloed data structures, with the result that these systems are becoming increasingly difficult to maintain and integrate with the rest of the UU environment.