Generic management challenges of adopting IT-shared services

Ulbrich, Frank, Schulz, Veit and Brenner, Walter (2010) Generic management challenges of adopting IT-shared services. In: 16th Americas Conference on Information Systems, 12–15 August 2010, Lima, Peru.

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Abstract

This study empirically explores generic management challenges in the early phase of adopting IT-shared services, which are organizational independent units for delivering organization-wide IT services. Data has been collected by the means of twenty case studies, conducted between 2002 and 2010. Seven themes are general, reoccurring management challenges for the whole organization that includes business units as well as IT units. The challenges are as follows: (i) ability to deliver IT services, (ii) communication, (iii) IT service portfolios, (iv) nature of IT services, (v) power and control, (vi) pricing, and (vii) service level agreements. Better understanding these challenges is essential for further research on how to manage the transition towards shared-services arrangements. This study, therefore, is an elementary step in this complex endeavor, providing valuable insights into which management challenges need consideration.

Item Type:	Conference or Workshop Item (Paper)
Subjects:	G500 Information Systems N100 Business studies N200 Management studies
Department:	Faculties > Business and Law > Newcastle Business School
Depositing User:	Frank Ulbrich
Date Deposited:	20 Sep 2012 14:45
Last Modified:	19 Nov 2019 09:52
URI:	http://nrl.northumbria.ac.uk/id/eprint/9008

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