Managing an internal service organization in a large corporation

Summary form only given as follows. Large corporations need various internal service functions. However, these are generally considered to be overhead and are subject to considerable scrutiny. A high level of service and customer satisfaction are important. Service performance needs to be measured. The organization needs to be viewed as a service function rather than a regulatory function. Internal service organizations should also consider possible roles for managing contracted services. A business as usual attitude is not the way to manage an internal service organization in today´s corporate environment