When outsourcing, attention tends to focus on the transfer of tasks and migration of techniques to the new server provider. Little attention is devoted to the organisation left behind (the so-called retained-organisation), despite the fact that the retained-organisation needs to be properly prepared for the new situation. The Netherlands Public Works Department considers this to be of paramount importance. When the department wanted to introduce uniform Service Management processes, QNH advised the department on how to manage the interface between the retained-organisation and the service provider and how to enable the employees to carry out their daily tasks.
