Abstract
Outsourcing is a strategic option which complements IT services provided internally in organizations. The maturity model for IT service outsourcing (henceforth MM-2GES) is a new holistic maturity model based on standards ISO/IEC 20000 and ISO/IEC 38500, and the frameworks and best practices of ITIL and COBIT, with a specific focus on IT outsourcing. MM-2GES allows independent validation, practical application, and an effective transition to a model of good governance and management of outsourced IT services. Cloud computing is a new model for provisioning and consuming IT services on a need and pay-per-use basis. This model allows the IT systems to be more agile and flexible. The external provision of cloud-based services as part of Cloud computing appears as an evolution of traditional outsourcing, due to the emerging technologies related to the provision of IT services. As a result of technological developments, traditional outsourcing and external provision of cloud-based services, share common characteristics, but there are also some differences. This paper adapts MM-2GES to external provision of cloud-based services, from the point of view of the customer. This way, the applicability of the model can be implemented in organizations that have both models traditional IT outsourcing and cloud-based services provided externally, in order to achieve excellence in governance and management of all kind of IT services provided externally to organizations.
Highlights
One thing to change about Information Technologies ( IT) at university level is the deeply rooted approach which exists, or which used to exist, called infrastructure management
MM-2GES is a new holistic maturity model based on standards ISO/IEC 20000 and ISO/IEC 38500, and the frameworks and best practices of ITIL and COBIT, with a specific focus on IT outsourcing
In order to design the model, we studied in detail every reference on the provision of IT services that there is in the ISO 20000 and ISO 38500 standards and ITIL v3 and COBIT methodologies, with a specific focus on IT outsourcing
Summary
One thing to change about Information Technologies ( IT) at university level is the deeply rooted approach which exists, or which used to exist, called infrastructure management. This kind of management has evolved into a governance and management model more in line with the times, which is a professional management of services offered to the university community [4] It is for this reason that in recent years a set of methodologies, best practices and standards, such as ITIL, ISO 20000, ISO 38500 and COBIT, have been developed to facilitate IT governance and management in a more effective and efficient way. Cloud computing will have significant impact on outsourcing vendors, who must adopt new strategies to include Cloud services as part of their offerings to keep up with profound changes in the IT service industry They should experiment with Cloud services and understand which models are suitable for their clients. After analysing all the differences between traditional IT service outsourcing and IT services provided externally from the cloud, the justified adjustments to be made in the indicators of the new holistic maturity model are shown in order to adapt it to the external provision of cloud-based IT services, from the point of view of the customer
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