Strategic IT Outsourcing : An Exploration for “Mutually Assured Success”
Sia, Choon Long (2013) Strategic IT Outsourcing : An Exploration for “Mutually Assured Success”. [Dissertation (University of Nottingham only)] (Unpublished)
Although outsourcing has a long 80 years of history, researchers continue to expound on the topic that now spans logistical horizons, as global outsourcing is the norm for multinational firms. This research focuses on the narrow niche of Strategic IT Outsourcing, where IT service providers are expected to affect business performance with their IT capabilities. The study aims to explore the understanding of Malaysian IT leaders on the nature and strategic outcomes of IT Outsourcing endeavours. These perspectives will then form hints to the IT Outsourcing providers to improve their service capabilities and finally provide factors that both the customer and IT Outsourcing vendor should focus on in order to achieve “mutually assured success” from the Strategic IT Outsourcing endeavour. The research shows that the ITO vendor needs to have business knowledge in order to understand business levers that can be augmented by IT services in order to achieve the customer’s strategic objectives. Ultimately, trust and open communication is an important factor for both the customer and IT Outsourcing vendor to exhibit, before entering into as well as during the execution of Strategic IT Outsourcing services. This is important in order to elicit the different interpretations of value and strategic outcomes from the many stakeholder levels within the customer’s business. The IT Outsourcing vendor is expected to engage all levels of stakeholders to align their expectations, else risk failure.
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