Purpose – The purpose of this paper is to capture and analyze the perception gaps with respect to the current usage and importances of the lean practices from the IT support service practitioners’ perspective. Design/methodology/approach – A questionnaire was developed to capture the...

Purpose – The purpose of this paper is to identify the critical success factors in gaining user customer satisfaction in IT outsourced services and find how it helps in the competitive advantage and customer retention for the service provider. Improving the service quality and customer...