An excerpt from the CIA's "Studies in Intelligence vol 55" - What I Learned in 40 Years of Doing Intelligence Analysis for US Foreign Policymakers" provides a pretty good overview of the IT managed services market " Excellence requires more than a standard of quality. I believe it also demands a specific approach to the craft of intelligence analysis: it requires a service mentality. [...] In a service mentality, the focus is on the customer—the consumer of our services—and specifically on how best to meet the customer’s needs. It is not about the author or the producing component; it is about the recipient. It is about helping that customer understand an issue. It is about being timely, relevant, expert, and corporate in our approaches to providing service, intelligence analysis. Success is measured not by the number of units produced, but by how well the product addresses and answers the specific concerns of an identified and targeted audience."...