Question 2a. In connection with the management of IT services at UU, all services are currently provided in house by the IT department, but UU does not have any formal service level agreements (SLAs) in place for any of the services, although some informal SLAs exist for a few services. Discuss the problems that this lack of SLAs might cause an organisation like UU. Question 2b. The UU is about to embark on an outsourcing arrangement for some of its IT services, with an Eol due to go out shortly, and an expectation that an outsourcing arrangement will be in place within 12 months. Experience from organisations that have entered into outsourcing arrangements for the first time indicate that many are at a disadvantage in negotiating with experienced outsourcing providers and have had difficulty with establishing appropriate service level agreements (SLAs) during the implementation of an outsourcing arrangement. Other organisations in similar situations have experienced an exodus of key experienced staff during these transition times. Outline three approaches that UU could adopt (prior to the formalisation of any outsourcing arrangement) to help level the playing field with respect to negotiations around SLAs. Outline key details of a plan UU could use to manage its IT staffing during this transition to outsourcing. Question 2c. The Council of UU has expressed an interest in receiving an annual report on the effectiveness of the outsourcing arrangement once it is formalised. Identify three key performance indicators that could be used to report to Council on the outsourcing arrangements. Explain how these performance indicators would help the Council to monitor the effectiveness of the outsourcing arrangement.