Outsourcing maintenance in services providers

This paper presents a framework about management in maintenance outsourcing in a service provider company. It proposes key aspects for taking decisions in a well-established and controlled organization. Cost is not the most important aspect to consider in outsourcing, the decision has to be a global and strategic idea inside the company. Of course, not only the directors must take part, but also the technical personnel of maintenance. We are trying to offer a basic guide to establish an outsourcing service, with guidelines and possible evolution. It is based on a practical view of knowledge management over ten years of professional experience focused in networks. Below there is a case study which demonstrates a methodology for decision-making and shows how to optimize the organization without losing differing levels of knowledge. For this, we employ quantitative and qualitative criteria to obtain a wide consensus and acceptance.