IT Service Company Research Articles

Analysis of Management Efficiency of Public Information IT Service Companies Using DEA

Since 2013, the Korea has revised the Software Industry Promotion Act, limiting the participation of enterprises with limited cross-shareholding, which are notified by the Fair Trade Commission, to the public information industry. The purpose of this law is to prevent the market monopoly of large companies, to foster small and medium-sized software companies and to improve their technological capabilities. However, without considering the nature of SW industry and companies, It is pointed out that the profitability of small and medium-sized software companies is lowered. In this study, 22 IT service companies belonging to the cross-share limited business group and 48 general companies performing business in the public information industry based on the DEA model were enacted in 2013, Technological efficiency, Pure technological efficiency and Scale efficiency and after conducting the ANOVA test, the least significant difference test was conducted to determine whether the difference in efficiency of each group was significant. As a result, after 2013, when the law was enacted, the Technological efficiency of the general enterprise was still falling, unlike the purpose of the law and the reason is that the technology level and proficiency level of the general companies are lower than that of the large companies.

The Work Contents of the Personnel Specialist in Latvia

Abstract The contents in the work of personnel specialist differ in organizations from one field to another. It continues to evolve with an emergence of new technologies and business methods, as well as with structural changes in the economy, both at a global and national level. However, the existing professional regulations of particular professions in Latvia has not been changed for almost 10 years, while the economy as well as the workforce appears to have changed. The aim of the paper is to illustrate what currently forms the contents of work of personnel specialist in Latvia. To achieve this, a study on trends in the work of personnel specialists has been conducted with an informative support of Latvian Association for People Management. The topics of daily activities and tasks, as well as individual features of personnel in various fields, including building, banking, manufacturing, IT, retail company, and public service companies have been included in the study. Overall, 18 personnel specialists from public and private sectors were interviewed. The results show that the classical model of human resource management is still popular, although some of the industries have adapted many or most of the cutting-edge approaches in the field, including flexible jobs and continuous employee support. Therefore, it is advised to update the existing documentation, including the professional regulation and university curricula, to meet the needs of the contemporary companies employing personnel specialists.

A nonlinear state marginal price vector model for the task of business valuation. A case study: The dimensioning of IT-service companies under nonlinear synergy effects

In the present contribution we present a nonlinear extension of the innovative linear investment-oriented company valuation method and so-called state marginal price vector model of Toll which represents a two-step procedure separated into a base and a valuation approach. As novel aspect we address nonlinear synergy effects in M&A’s. For this purpose we introduce a nonlinear framework within a semi-discrete convex optimization approach. As capital market assumption we simulate an imperfect market. To demonstrate the usefulness of the method, we address a case study of a merger of two IT-service companies. The related valuation and dimensioning of capacities is done by solving a multi-period newsvendor model under stochastic demand. The demonstrated nonlinear framework is shown to be suitable for a wide range of business valuation tasks.

A Case Study on Mechanism Factors for Result Creation of Informatization of IT Service Company

그 동안의 기업 정보화 성과 관련 연구들은 정보화 자체의 구축 완성도 및 그 재무적 효과에 초점을 맞추고 있어 정보화의 방향성이 경영전략을 지원할 수 있는지에 대한 연구가 미흡하였다. 기업의 정보화를 통해 기업의 경영전략 이행이 주도될 수 있는지, 주요 메커니즘 요인과 정보화 성과와의 연관관계 대한 검증이 필요하며, 이는 정보화 성공요인들을 경영학적 관점으로 재해석하는 연구가 필요하다는 것을 의미한다. 본 연구는 국내 대표적인 IT서비스 기업의 사례를 중심으로 3가지 선택, 학습 그리고 조정 메커니즘 관점에서 기업이 정보화 성과창출 과정에서 어떠한 메커니즘 요인이 적용되고 있는지에 대한 문제를 중심으로 연구하였다. 본 연구를 수행한 결과 8개의 명제를 도출하였다. 기업의 주체는 정보화 성과 실현을 위해 조직의 정보역량 확보를, 조직 분권화 문제 해결을 위해서는 정보화 투자를 가장 중요한 전략적 요인으로 선택하였다. 또한, 산업 내 경쟁이 치열해질수록 정보화 투자가 기업의 전략 실행의 활용 수단으로 전환되었고, 공식화된 프로세스나 정보기술을 통해 투자 의사결정 활동이 이루어지고 있었다. 조직의 차별화된 역량은 기술지식 습득을 중심으로 이루어지며 조직의 지식은 정보시스템을 통해 전사로 확대되고 있음을 알 수 있었다. 그리고 정보화 변화관리와 외부 협력업체 관리가 조직의 중요한 조정 요인으로 인식되고 있음을 발견하였다. 본 연구의 시사점은 선행 정보화 성과 관련 연구에서 실증적으로 다루지 못한 메커니즘 요인에 대해 직접적으로 사업 담당 임원, 정보화 담당 임원 등의 경험을 바탕으로 사례연구를 진행했기 때문에 IT서비스 기업의 정보화 성과를 위해 중점적으로 관리해야 할 요인들에 대해 실무적인 시각을 제공해 줄 수 있다고 생각하며 IT서비스 기업에 대해 최초로 SER-M 프레임워크를 적용하였기 때문에 정보화 성과 창출을 위한 메커니즘 요인에 대한 보다 깊은 이해와 경험적 사례를 바탕으로 타 산업군의 기업에도 적용할 수 있는 학문적인 기여를 제공할 수 있다고 생각된다.

A Review on Korea, China and Japan's Comparative Advantage in the it Services Sector: Focusing on Productivity Analysis

This research attempts to draw the policy implication of cooperative activities among Korea, China and Japan based on an analysis on a comparative advantage of the IT service industry, focusing on productivity analysis. The results of the productivity (efficiency) analysis show that productivity gap exists between the three countries, but the gap is narrowing. The changing gap seems to result from a catch-up effect between countries and companies rather than technical advancement across the industry. In addition, a close look into the institutional framework which affects the productivity of IT services sector in Korea, China and Japan revealed five areas (introduction and enforcement of regulations, existing legal and regulatory frameworks, transparency of IT related policies, preferential treatment of home-grown technologies in the public sector, bureaucracy) that can prove to be excessive regulations on IT service companies. Based on the study results, this paper draws the policy implications for further cooperation among three countries. First, the three countries could cooperate in building a common data set for a more concrete productivity analysis. Second, the three countries could further cooperate in the industry level and lower the entry barriers for instance. Finally, the three countries could cooperate to upgrade the expertise of middle management and foster human resource development.

Open innovation and growth in IT sector

IT services are overrepresented among high-growth innovative enterprises. The nature of innovation in IT requires knowledge search and collaboration, which together constitute the inbound open innovation (IOI) strategy. This study analyses whether the IOI strategies in IT service firms lead to different performance effects in comparison to other service and manufacturing firms. A quantile regression on multi-country data from the Community Innovation Survey indicates that innovative IT service companies share the same benefits from increased cooperation as other innovators, while displaying a strong growth dynamic compared to others. Therefore, IT service firms’ growth differential may not be related to external cooperation and knowledge sourcing.

A Theoretical Study on Improvement of Public Delivery System According to IT Service Cost Estimation

Forecasting ordering size and performance cost correctly in the ordering of IT service projects and the initial stage of performance is a very important factor not only to the ordering body but also the company who performs the project. Middle standing IT service companies receive/perform public IT service project, substituting large companies, after 2013 amendment of Software Industry Promotion Act. However, the business competence accumulated by middle standing IT service companies is relatively insufficient in project management ability compared with large companies, and the style that project companies bear all risks of the project, such as Turn-key order in the market focused on large companies in the past, has great risk to the ordering body, project company, and service beneficiaries in quality, costs, profit and delivery date. Currently, the market centered on middle standing IT service companies deteriorates the profitability of interested parties, which makes IT service ecosystem as an element of cost increase due to reduction of ordering size, low earnings yield, and increase of management expenses. Therefore, there is necessity that the cost calculation and order style structure for IT services, in which project companies should bear all the risk of project performance, should be improved. This treatise is going to analyze the IT service market ecosystem and agreement, project performance style upon current IT service project cost calculation method based on SW lifespan process and suggest improvement methods.

The Efficiency Comparative Evaluation of IT Service Companies using the Data Envelopment Analysis Approach Focus on KOSDAQ(KOrea Securities Dealers Automated Quotations) Companies

IT paradigm is shifting rapidly from technology-oriented to service-oriented and, therefore, the interest on the efficiency of the IT service industry is increasing. In this study, we measure and compare the efficiency of 32 KOSDAQ(Korea Securities Dealers Automated Quotation) IT service companies. We applied the data envelopment analysis(DEA) to measure the relative efficiency, which is a linear programming model for measuring the relative efficiency of decision making units(DMUs) with multiple inputs and outputs. Assets and capital were selected as input factor, and sales and operating profit as output factor. The technical efficiency was analyzed by CCR-O, and the pure technical efficiency and the scale efficiency by BBC-O. The rank value analysis was performed applying the super efficiency method to distinguish between the DMUs with the same efficiency level. On the basis of analysis results, the degree of improvement was suggested for inefficient companies by benchmarking efficient companies. We expect that the results of efficiency evaluation and the benchmarking method to improve efficiency obtained in this study will provide fruitful implications for decision making of IT service companies.

Enhancing Marketing Function by Introducing Balanced Scorecard Model in IT Service Company: Focused on Microsoft's Case

Enhancing Marketing Function by Introducing Balanced Scorecard Model in IT Service Company: Focused on Microsoft's Case

Simulation for IT Service Desk Improvement

IT service desk is a complex service that IT service company provides to its customers. This article provides a methodology which uses discrete-event simulation to help IT service management to make decision and to plan service strategy. Simulation model considers learning ability of service desk agents and growth of knowledge database of the company. Model shows how the learning curve influences the time development of service desk quality and efficiency. This article promotes using simulation to define quantitative goals for the service desk improvement.

IT Service기업의 Software개발 생산성 영향 요인에 관한 실증 연구 : SW개발 방법론 중심으로

논문투고일:2014년 01월 24일 논문수정완료일:2014년 03월 26일 논문게재확정일:2014년 03월 31일 * 서강대학교 기술경영전문대학원 석사 ** 서강대학교 기술경영전문대학원 교수, 교신저자 This paper has explored when implementing SW development project of the IT service corporations, what factors affect its productivity in SW development methodology. The importance of the AHP analysis surveyed from the experts in IT service companies and related committee, was shown in the order of the following processes:1) Deployment process 2) Management process 3) Establishment process. It is measured the methodology levels of establishment, deployment and management in each project using the survey results collected from project execution members and analyzed the productivity of projects that have been executed within 2 years. Using project methodology level, productivity correlation analysis, and regression analysis, this study confirms that the methodology deployment level brings positive effects significantly to SW development productivity. The significance of this study would be not only to research and analyze SW development productivity using the real project execution data but also to underline the necessities and the importance of steady research, deployment and support for SW development productivity improvement. Keyword:Software Development Productivity, Software Development Methodology, AHP, Tobit Analysis 韓國IT서비스學會誌 第13卷 第2號 2014年 6月, pp.195-217

Good to Great in IT Service Management: A Case Study

For IT services companies, delivering high quality IT services is of eminent importance. IT service quality drives customer satisfaction, which in its turn drives firm performance. It is this link that is addressed in this paper: How can the performance of customer service delivery teams be improved, when looked upon from the perspective of firm performance? Based on the literature on excellent performing organizations, we apply the concepts that, according to Collins (2001), drove the development of ‘good’ companies to ‘great’ companies to a case study of an under performing service delivery team that developed into an excellent performing service delivery team. The lessons from this study were that most of the drivers behind the performance improvement of this team were in fact ‘soft’ factors that concerned the human side of the team more than the organizational, procedural or structural measures.

기업의 가치지향성이 업무생산성과 경영성과에 미치는 영향: 중소 IT기업과 비IT기업의 비교연구를 중심으로

본 연구는 국내 IT 제조업과 IT 서비스업, 그리고 비IT 제조업을 대상으로 기업의 고객지향성, 기술혁신지향성, 사회적 책임지향성이 기업의 경영성과에 어떤 영향을 미치는가를 분석하였다. 그 결과 고객가치지향성이 기업의 업무생산성에 영향을 미치며, 간접적으로 경영성과지표 향상에 영향을 미치는 것으로 나타났다. 또한 기술혁신지향성은 업종이 조절작용을 하며, IT 서비스기업의 경우에만 경영성과에 유의적인 영향을 미치는 것으로 나타났다. 마지막으로 기업의 사회적 책임지향성은 업무생산성에는 직접 영향을 미치지 않으나, 경영지표 향상에는 영향을 미치는 것으로 나타났다. The purpose of the this study is to analyze what business value orientations are more effective on the enhancement of productivity and performance indexes of IT companies. Especially we are interest in the moderate effect of business types such as IT manufacturing, IT services, and non-IT manufacturing companies. The empirical test results was somehow different from the theoretical researches. Customer orientation affects productivity directly and performance indexes indirectly. Whereas, technology innovation orientation didn't affects productivity and performance indexes directly, except IT services companies. Corporate social responsibility affects performance indexes directly, but not productivity. We could conclude that the type of business is an important moderator between business value orientations and enterprise performance factors.

A Survey of Software Test Estimation Techniques

Software testing has become a primary business for a number of IT services companies, and estimation, which remains a challenge in software development, is even more challenging in software testing. This paper presents an overview of software test estimation techniques surveyed, as well as some of the challenges that need to be overcome if the foundations of these software testing estimation techniques are to be improved.

The Evaluation of Innovation in the IT Service Sector: Methodological and Empirical Aspects

Purpose — Nowadays services are comprehended as the key factor for economic activity, growth and employment. Developed economies are service-dominated though little is known about the innovation details in the service sector and this study field has been neglected for a while. The innovation in service sector activities needs to be thoroughly evaluated because innovation is an interconnected process and cannot be defined using one or few indicators. IT services are an integral part of contemporary life, particularly for business. It can be introduced and implemented in all fields, especially when the world is becoming more multidimensional. Innovation performance in the IT sector has been under-researched, despite the fact that IT service sector plays the innovation disseminator role in other sectors by appliance of IT products. Design/methodology/approach — Based on scientific literature and methodological aspects analyses, an empirical research methodology was designed and the qualitative research on innovation in information technology service sector was accomplished. Findings — The article presents methodological aspects of innovation evaluation in service sector and empirical aspects on innovation implementation and development in the IT service companies in Lithuania. Research limitations/implications — For more comprehensive understanding of innovation in service sector, especially in IT services, the theory of service innovation is necessary. Deeper understanding and perspectives on how innovation benefits the information technology sector should be revealed in further researches and the multi-country analysis is needed. Practical implications — The finding of the paper can be used to improve the development of innovation in information technology service companies and create a model for more exhaustive multi-country empirical researches. Originality/value — The impact of innovation and its development in information technology service sector has not been analyzed thoroughly in previous researches. Article Type — research paper.

Actors of Creativity and Entrepreneurship in Romania

The new trends in the cultural and creative industries (CCI) that were theorized in the second half of the 20th century, simultaneously with the rapid development of technology, have created in post-communist Romania the premises of developing a new model of creative entrepreneurship. Nevertheless, the digitization of society and general strategic projects are not enough to create a catalyst for the explosion of entrepreneurial creativity. The unstable political climate and the lack of predictability have prompted the insecurity of the new business of anonymous creators - those who are not seen, those who are at the heart of cultural and creative industries - small and medium enterprises (SME), licensing individuals (PFA), family associations (AF). The Western models long described in the motivational literature published in Romania, as well as some notorious Romanian examples intensely publicized as the Romanian counterpart of Western companies, do not help and do not solve the generation of daily solutions or, more than that, Strategic Creative Solutions for grassroots companies. The present paper tries to define the terms necessary for the creative area and to analyze the situation today in Romania, presenting shortly, for comparison, the Western models, the Romanian models of notoriety, but also four examples of “anonymous” actors in the creative industries area: a floral workshop paper, an IT service company, a graphic design agency and a printing house. The conclusions of this punctual analysis are of an empirical nature, but they provide a picture of the fragility of the business environment in the area of cultural and creative industries, amid a timid and fragile but steady market growth.

단계별 프로젝트 보안 방안에 대한 연구

Many companies has led to the damage case being leaked to personal information by taking cyber attack. Also, planned hacking cases continues to increase for the purpose of acquiring monetary gain or causing social disruption induction, etc. Approximately 75% of the Web site attacks exploit the vulnerability of the application. Major security issue is to strengthen the S/W development security according to the legal basis. The members of the project team is the fact that the lack of recognition of application development security. In addition, passive response and security validation/testing, etc. throughout the SDLC to the entire area is insufficient. Therefore, rework due to the belated discovery of a defect has occurs. In this paper, we examine the case of the project step-by-step security activities by performing IT services companies. And, through this, we present security measures that can be applied to the step-wise real-world projects.

An efficient metaheuristic for integrated scheduling and staffing IT projects based on a generalized minimum cost flow network

AbstractScheduling IT projects and assigning the project work to human resources are an important and common tasks in almost any IT service company. It is particularly complex because human resources usually have multiple skills. Up to now only little work has considered IT‐specific properties of the project structure and human resources. In this article, we present an optimization model that simultaneously schedules the activities of multiple IT projects with serial network structures and assigns the project work to multiskilled internal and external human resources with different efficiencies. The goal is to minimize costs. We introduce a metaheuristic that decomposes the problem into a binary scheduling problem and a continuous staffing problem where the latter is solved efficiently by exploiting its underlying network structure. For comparison, we solve the mixed–binary linear program with a state–of–the–art commercial solver. The impacts of problem parameters on computation time and solution gaps between the metaheuristic and the solver are assessed in an experimental study. Our results show that the metaheuristic provides very favorable results in considerable less time than the solver for midsize problems. For larger problems, it shows a similar performance while the solver fails to return feasible solutions. © 2012 Wiley Periodicals, Inc. Naval Research Logistics 59: 111–127, 2012

Leader delegation in global software teams: occurrence and effects

Global teams are an important work structure in software development projects. Managing such complex global software projects presents many challenges to traditional leadership wisdom, in particular, how, why and when the leaders should delegate responsibility and authority. Delegation is considered an important leadership component to motivate and grow subordinates. Cultural differences, skill level disparity and potential competition between different software development sites creates a management context which is much different from where traditional leadership theories were developed. This study investigates leader delegation behaviors in global software teams and explores the reasons and impact of delegation strategies on global team performance. Semi-structured interviews and a survey was used to collect data from global software team managers and members from four countries of a Fortune 100 IT service company. The results of this study include in-depth analysis of hows and whys of leader delegation in global teams and a theoretical model for analyzing global team leader delegation occurrence and effects.

ITSM 변화관리 체계 적용을 통한 ITSM 도입성과 향상에 관한 사례 연구

Abstract 논문투고일：2011년 04월 14일 논문수정완료일：2011년 05월 20일 논문게재확정일：2011년 06월 11일* 동부CNI 연구소Recently, interests in IT Service Management(ITSM) are increasi ng internationally as well as domestically. In order to realize the benefits from ITSM, it is necessary to instituti onalize it as a culture of the organization through effective change management. One of the most promising approach of effect ive change management is the change management framework of ITSM.In this study, we analyze a success case in which the change management framework of ITSM was applied to IT Service company which has introduced ITSM. Through the analy ses, this study aims to propose a feasible and specific approach to institutionalize ITSM. To accomplish the objective, the study is designed to analyze specific methods for applying ITSM's change management framework to ITSM organizatio ns, performance of projects and future directions based on interviews and review of project documents/deliverable s. This study could not provide detailed performance measures due to lack of previous research on this topic and dif ficulty of obtaining quantitative data. However, this study has contributed to proposing a direction to institutional ize ITSM in organizations by analyzing a feasibility of ITSM's change management framework in implementing ITSM.