Case Study Service Desk Outsourcing | 1 © 2013, HfS Research, Ltd | www.hfsresearch.com | www.horsesforsources.com | bpo.horsesforsources.com The Knowledge Community for Global Business & IT Services LEAPFROGGING THE MATURITY S-CURVE How Caesars Entertainment and NIIT Technologies Moved Service Management to the Next Level of Maturity Author: Dr. Thomas Mendel Ph.D., Senior Vice President IT Services, HfS Research May 2013 Exe

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