RSS Feed abonnierenDefinition and Classification of IT-Shared-Service-Center
Artikelinformationen / Information about the Article
Autoren: Veit Schulz, Dr. Axel Hochstein, Dr. Falk Uebernickel, Prof. Dr. Walter Brenner
Konferenz: Americas Conference on Information Systems (AMCIS), San Francisco, 2009
Zusammenfassung / Abstract
Shared service centers (SSCs) are an increasingly important and oft-utilized approach to organizing Information Technology services. Nevertheless, researchers hitherto have not investigated SSCs sufficiently. Our research attempts to fill this gap by addressing the following basic problems: Firstly, no standardized definition of SSCs has established; and, secondly, different features of SSCs in practice have not been analysed. In an extensive literature review, we identified the following characteristics of SSCs to be commonly mentioned by researchers: consolidation of processes within the group; delivery of support processes; separated organizational unit; alignment with external customers; cost cutting as a major driver; focus on internal customers; and operation like a business. In a focus group, we identified the following parameters in which existing SSCs differ from each other: legal form; main form of co-ordination; service charges; external market; contractual form; center concept and product portfolio. These criteria were validated empirically by extensive case study research with seven IT-organizations from North America and Europe.
Inhaltsübersicht / Overview
- Introduction
- Literature Review
- Identification of Criteria for Describing Varieties among Shared Service Centers
- Evaluation of the Criteria representing the Variety of existing Shared Service Centers
- Summary and Outlook
Vollversion / Full paper
Der komplette Artikel kann hier heruntergeladen werden: Full Paper
Leave your response!