Maximizing the value of using and providing managed services requires systematic investment and decision making by Business and I&IT working together.
To share service, you must share some business infrastructure - Strategies, Systems, Processes, Rules, Infrastructure, Support, Relationships, Applications, Information.
Critical success factors are business leadership, joint service planning, an agreed service business plan, and effective governance (e.g. to decide what to share, what to control, when to roll out change...).
The evolution of your Managed Services needs to be managed as a strategic business program leveraging continuous improvement with periodic injections of strategic disruptive change.
Here is a link to a presentation I made to the OPS Architecture Open house in 2008 about strategy, architecture and program management for Business and I&IT services.
"Maximizing Program Investment Value and Decision Making Through Enterprise Architecture"
Fred Nagy, CMC, PMP, ITIL
416 580 7857
Solutions in Context - "Managed Service Program - Strategy, Planning, Architecture, & Execution - getting the right things done"