Information Technology Outsourcing Service Research Articles

Theoretical and Pragmatic Framework For Outsourcing Of IT Services

Since previous research in the information technology (IT) field focused on successes and failures of IT outsourcing (ITO) by organizations, this paper investigates the critical success factors (CSF) for IT outsourcing in the existing global environment. It is intended to provide assistance for the consideration of business professionals and IT managers when they make, examine or evaluate ITO decisions. Fifty four IT outsourcing CSFs were identified through an extensive literature review research. Some of the factors were utilized more frequently than others, while some CSFs have been given more importance than other by IT researchers. A 2-part theoretical framework (conceptual and pragmatic) was developed to aid the process of ITO decision making by IT managers in the global environment. The theoretical framework was developed based on existing research focusing on information technology, information systems, ERP, and IT outsourcing research. The conceptual CSF theoretical framework developed was based on six broad factors of concern, namely: strategic, the organisational situation, information quality, work quality, IT management scope and user requirements & satisfaction factors. A general decision making cycle consists of seven stages has been proposed. The pragmatic CSF model (framework) developed in this paper consists of critical management factors important to manage the ITO relationship effectively and attributes that affects the ITO relationships of client and vendor. At the end of the paper, measures and metrics of IT outsourcing performance were discussed with some proposed examples and tools.

An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process

Many companies recently have been choosing information technology (IT) outsourcing in response to complicated information systems and various internal requirements. In order to monitor and maintain a high quality of IT outsourcing vendors’ services, it is necessary to develop a system to evaluate IT outsourcing customer satisfaction. The system can be used as a tool for choosing IT outsourcing providers. Through the literature reviews and expert interviews, we propose the evaluation system of the IT outsourcing customer satisfaction. Using AHP (analytic hierarchy process) technique, attributes associated with customer satisfaction in IT outsourcing environments are then rated in terms of their importance. The customer satisfaction evaluation system is applied to IT outsourcing service receivers in Korea to demonstrate its practical implications.

Whole-of-Government Approaches to Outsourcing and Market Testing by the Commonwealth Government

This article traces the development of approaches to outsourcing by successive Australian governments from 1995. The analysis focuses on strategies initially adopted for the outsourcing of government information technology (IT) services and, subsequently, includes the market testing approach adopted for the outsourcing of both IT and corporate services. The framework for analysis has been based on theories of privatisation developed by Feigenbaum, Henig and Hamnett (1999). This framework offers insights into the goals and strategies employed by commonwealth government that underpin their approaches to sourcing of services for their public sector. The article concludes by discussing some of the unresolved issues associated with the failure of government to formally evaluate the impact of their outsourcing policies. The 1980s and 1990s saw a period of major intensification of public sector reform, especially at commonwealth government level, in Australia. While there were political agendas associated with the introduction of new public management, the reform impetus also related to a broader microeconomic reform agenda, aimed at reducing the costs, limitations and impediments of government services as a key dimension in the macroeconomy. Information technology (IT) services used

Outsourcing and Inter/lntra Supply Chain Dynamics: Strategic Management Issues

SUMMARYThis article analyzes the outsourcing of information technology services, using an action inquiry methodology. Research spanned the disengagement and beginning of IT service functions transferred from work groups in the parent company to outsource teams. Results identified the importance of addressing strategic issues and inter/intra relationships between parent company team members and their outsource‐counterparts. Conclusions indicate that behavioral issues such as psychological contracts within inter/intra work groups, power and trust are highly significant managerial issues in the success or failure of an outsourcing strategy.

Outsourcing Technology

In their search for optimum performance and cost‐efficiency many organizations have been critically examining the value of the seemingly ever increasing cost of, and dependence on, technology. In the course of examining possible alternative, and potentially more efficient, approaches to technology management, the concept of outsourcing has become widely discussed. In this context it has attracted high levels of interest among both industry and Government. In spite of this high level of interest and increasing willingness to consider outsourcing, a great deal of uncertainty exists among potential users regarding both the meaning and implications of entering into outsourcing arrangements. Intends critically to examine the concept, implementation and management issues related to outsourcing information technology services.