At some point in the workday, nearly every IT professional gets frustrated with a service provider. An ISP that delivers a slow connection. A consultant who doesn't show up on time. A vendor helpdesk that regularly has a 10-minute wait before someone answers the phone. Such poor service makes you want to beat your head against the wall because often, there's little you can do about it... and you're paying for it. Businesses spent more than $570 billion on outsourcing services alone last year, according to Gartner. But user satisfaction with those services is decreasing, a recent InformationWeek survey found (see information week.com/story/showArticle.jhtml?articleID=164301178). IT managers have expressed similar frustrations with WAN voice and data services, where the move to new IP technology frequently has resulted in lower service reliability than providers delivered on the old PSTN.
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