Information Technology Infrastructure Services Research Articles

Assessing the quality of information technology infrastructure services

PurposeDespite existing advances in information technology infrastructure services (ITISs), there remains no consensus in the literature regarding what dimensions or criteria are best suited for the measurement of their quality. The purpose of this paper is to fill this gap, proposing a methodological approach to measuring the quality of ITISs, as perceived by users.Design/methodology/approachCronbach’s α and item-total correlations were used to measure the reliability of the questionnaire; multiple linear regression analysis was employed to determine the items (criteria) most related to the quality of ITISs; and finally, importance–performance analysis was conducted to determine the most critical criteria in service provision. An exploratory study was conducted to evaluate the quality of ITISs at a Brazilian university.FindingsControl of the activities of the information technology (IT) team, periodic maintenance of hardware and software, the security policy and the skill of the labor affect the quality of services most, relative to the dimensions of infrastructure, people and processes.Practical implicationsThe results indicate what dimensions and items should be considered by IT managers to improve the quality of ITISs. Special attention should be paid to the effective use of equipment, software and network infrastructure: it should be ensured that these are in good working order and can be utilized by users who expect to be trained to take advantage of their functions.Originality/valueThis paper shows how to integrate relevant techniques to assess the quality of ITISs. An original set of criteria to evaluate the quality of ITISs, derived from a systematic review of the literature, is suggested.

Have Maryland local health departments effectively put in place the information technology relevant to emergency preparedness?

Ever since the terrorist attacks of 9/11, the federal government has increased funding for emergency preparedness. However, the literature continues to document several areas of weaknesses in public health emergency management by local health departments (LHD). This lack of preparedness affects the entire public. The purpose of this study was to determine whether or not Maryland LHDs have effectively put in place the information technology (IT) that is relevant for emergency preparedness. Base Firm-wide IT Infrastructure Services and the Feeny/Willcocks Framework for Core IS Capabilities are the two conceptual frameworks used in this study. This qualitative study used the survey method and the data were analyzed through content analysis. The results revealed that utilization, practice, and performance of IT by Maryland LHDs are not efficient or effective. Recommendations included the development of "best practices," increased funding for IT infrastructure and the establishment of strategic management framework for IT initiatives. Implications for positive social change include the development of recommendations to enhance emergency preparedness practice, and advancement of knowledge so as to facilitate the functions, and duties of health departments in emergency preparedness operations.

IT Infrastructure Facilities in Engineering College Libraries of Karnataka

Technology is the major driving force for change. It is the facilitator to overcome the delaying factors. Information and communications technology (ICT) and its tools have always been helpful in extending information services. They have changed the methods of teaching, learning, research and extension activities in a higher education system. This paper depicts the availability of information technology (IT) infrastructure facilities that can transform the profile of libraries for better and improved information services in the engineering colleges of Karnataka. A study was conducted to assess the availability of IT infrastructure among the 133 Visvesvaraya Technological University engineering colleges, and it revealed that a majority of libraries lack basic and advanced IT infrastructure facilities and services, due to the lack of budget and management lacunas. Furthermore, institution-wise, comparisons are made to assess the ICT-based facilities provided in government-aided and private engineering college libraries.

Engaging Non-IT Executives in IT Infrastructure Decisions

This case study describes how information technology (IT) managers from Insurance Co. successfully engaged non-IT executives in IT infrastructure investment decisions. This enabled IT and non-IT stakeholder groups to take greater control of shared resources and achieve synergies that neither group could have achieved on its own. We describe three factors that enabled this type of engagement. First, the infrastructure group and the application development group developed strong internal IT capabilities to strengthen local alignment. Second, IT leaders also introduced short-term and long-term engagement opportunities for IT and non-IT stakeholder groups, representing local and enterprise-wide interests, to interact with each other. Finally, participants created several resources for managing interdependencies between applications, IT infrastructure services, and business objectives. Once engaged, and drawing on their capabilities and resources, IT and non-IT stakeholder groups developed a better understanding of how local applications related to each other and to shared resources, such as IT infrastructure.

Improving service delivery through integrated quality initiatives: A case study

Providers of highly reliable information technology (IT) services have historically adopted multiple service delivery quality standards and have obtained certificates of registration or certification associated with these standards. In this paper, we present a case study involving a provider of IT infrastructure services and solutions. We describe the business context of the service provider, its approach to the analysis of the requirements of multiple standards, process integration efforts (both local and global), and the reuse of documentation and other evidentiary data in the context of obtaining certificates of registration or certifications. We compare the evidentiary data (e.g., documentation, observations, and interviews) used in the diagnostics of the International Standards Organization 9001:2000 standard and the eSourcing Capability Model for Service Providers standard to evaluate the unique value that each standard contributes to IT service delivery. The case study also provides initial examples of measures resulting from the adoption of these two quality standards that may be used to improve service delivery.

The Impact of Global Outsourcing on IT Providers

This article examines the impact of Global IT Outsourcing on Information Technology (IT) firms from the off-shore sourcing perspective. IT Providers are defined in this article as companies that produce IT as opposed to companies that consume IT. To assess the impact of outsourcing on such companies, this article presents an Enterprise Architecture (EA) view of IT and uses it as the framework to determine the impact of outsourcing. The three dimensions of Enterprise Architecture include people, process and product and/or services. The article argues that if the sourcing decisions are based purely on short term goals such as cost, then the long term viability of the IT firm may be compromised. Lack of an IT development model and lack of IT metrics makes it difficult for IT Providers to truly plan and manage the off-shore resources. This article suggests that shorter development cycles, requirements volatility, and the need for constant developer-user interaction makes off-shore outsourcing more difficult. To address these challenges, organizations should develop metrics and governance practices based on experience. This article also proposes that the type of product or service is critical in addressing the decision to outsource. The higher the intellectual (or proprietary) content, the higher is the risk when outsourcing. This article presents two simple frameworks, one for assessing the benefits and risk of outsourcing for IT infrastructure services and the other for IT applications. IT Providers are advised to pay particular attention to the life cycle model of off-shoring where early gains give way to a learning and adjustment phase. If the IT firm successfully develops a rich experience base and adjusts the off-shore model, then sustained benefits can be realized.

Strategic context and patterns of IT infrastructure capability

The importance of a firm's information technology (IT) infrastructure capability is increasingly recognised as critical to firm competitiveness. Infrastructure is particularly important for firms in industries going through dynamic change, for firms reengineering their business processes and for those with multiple business units or extensive international or geographically dispersed operations. However, the notion of IT infrastructure is still evolving and there has been little empirically based research on the patterns of IT infrastructure capability across firms. We develop the concept of IT infrastructure capability through identification of IT infrastructure services and measurement of reach and range in large, multi-business unit firms. Using empirical case research, we examine the patterns of IT infrastructure capability in 26 firms with diverse strategic contexts, including different industry bases, level of marketplace volatility, extent of business unit synergies and the nature of firm strategy formation processes. Data collection was based on a combination of quantitative and qualitative methods with multiple participants. More extensive IT infrastructure capability is defined as a combination of more IT infrastructure services and more reach and range. More extensive IT infrastructure capability was found in firms where: (i) products changed quickly; (ii) attempts were made to identify and capture synergies across business units; (iii) there was greater integration of information and IT needs as part of planning processes; and (iv) there was greater emphasis on tracking the implementation of long term strategy. These findings have implications for both business and technology managers particularly in regard to how firms link strategy and IT infrastructure formation processes.