多样性(控制论)
知识管理
业务
服务(商务)
独创性
公共部门
过程管理
定性研究
营销
计算机科学
政治学
社会科学
人工智能
社会学
法学
作者
Frank Ulbrich,Veit Schulz
出处
期刊:Strategic Outsourcing: An International Journal
[Emerald (MCB UP)]
日期:2014-06-10
卷期号:7 (2): 94-106
被引量:19
标识
DOI:10.1108/so-12-2013-0024
摘要
Purpose – The purpose of this study is to empirically explore management challenges that management must overcome in the early phase of adopting IT-shared services. Organizations to an increasing extent adopt IT-shared services as a means to providing organization-wide IT services. Design/methodology/approach – Qualitative data from 20 case studies were analysed. The data were originally collected in a variety of predominantly large-size organizations from the public and private sectors in six different countries. The data used were collected between 2002 and 2010. Findings – Our research identifies seven reoccurring themes in the collected data, all being common management challenges. These challenges are evident within the whole organization – including their service-consuming business units – as well as their service-providing IT units. The seven challenges are related to the ability to deliver IT services, communication between IT and non-IT staff, IT-service portfolios, nature of IT services, power and control, pricing and service-level agreements. Research limitations/implications – Gaining a deeper understanding of the seven common challenges is essential for further research on how to manage the successful transition towards organization-wide shared-services arrangements. Originality/value – This study provides fundamental insights into the complex endeavour of adopting IT-shared services in organizations. It furthers the understanding of common management challenges, which management needs to consider in the early stage of an organization-wide adoption of IT-shared services.
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