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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