ERP Systems' Usage in the German IT Service Industry: An Exploratory Multi-case Study

Abstract

In order to achieve efficiency and effectiveness gains, concepts such as standardization and automation originating in the manufacturing industry are adopted by IT service providers. ERP systems are tools to implement such concepts in manufacturing companies. This research examines if and how ERP systems are used by IT service providers. To answer this question, an interview-based exploratory multiple-case study is conducted because only very limited findings on the topic exist. Representatives of 24 IT service providers and ERP vendors were interviewed. We found that ERP systems are used by the studied companies: 21 out of 24 use ERP systems. Seven selected companies are presented in greater detail: one that doesn't use an ERP system and six that do. We describe which functional areas are covered by their ERP systems and which ones are covered by other application systems. For instance, all of the six companies use the material management module of their ERP system, but four out of five cases used a non-ERP standard application system for ticketing. Finally, we found no case that used traditional production and planning capabilities of ERP systems as suggested by previous design science work.