scholarly journals Outsourcing government information technology services: An Australian case study

2009 ◽  
pp. 212-232
Keyword(s):  
Information Technology ◽  
Government Information ◽  
Information Technology Services ◽  
Technology Services ◽  
Australian Case

scholarly journals Evaluating Maturity Level Using Framework ITIL: A Case Study of Service Desk's

2018 ◽  
Vol 1 (1) ◽  
pp. 16-23
Author(s):  
Johanes Fernandes Andry ◽  
Kevin Christianto
Keyword(s):  
Information Technology ◽  
Service Level ◽  
Average Score ◽  
Technology Governance ◽  
Information Technology Governance ◽  
Information Technology Services ◽  
Technology Services ◽  
Freight Forwarder ◽  
Document Review

Information Technology Governance has become one an important one along with Information Technology Management (ITM) and Information Technology Services Management (ITSM). For ITSM, The IT Infrastructure Library (ITIL) can be used as a quality and excellence service guideline, it improved quality control, service level, efficiency, effectiveness, and expenses of budget from information flow, Service Level Agreements (SLAs), and take control over business and management processes. This research conduct a case study on Company of Freight Forwarder Service will be called FFS, located in Jakarta with method ITIL focused on Service Desk’s. The data will collect by various method such as observation, questionnaires, interview and document review. The result showed that company FFS got average score on service desk’s is 1.94, with the highest score at area Process Capability and the lowest score at area Customer Interface. This conclude, that company FFS has a good management of service desk’s but lack of user experience on front end of service.

scholarly journals Strategic development of information technology services in a provincial higher education institute

2005 ◽  
Vol 21 (4) ◽  
Author(s):  
Prachit Intaganok ◽  
Peter Waterworth ◽  
Siwaporn Srisamai
Keyword(s):  
Higher Education ◽  
Information Technology ◽  
Education Institution ◽  
It Services ◽  
Strategic Development ◽  
North Eastern ◽  
Information Technology Services ◽  
Technology Services ◽  
The Impact

<span>This paper describes a research project on the introduction of information technology (IT) services to a higher education institution in north eastern Thailand. The project considered the literature on the processes involved in the introduction of IT services to educational institutions in various parts of the world and attempted to understand the issues that institutions had to deal with in introducing and productively using IT services in teaching, scholarship and administration. It then analyses the nature of the process at the case study institution, through a range of quantitative and qualitative measures designed to draw data from staff, students and senior institutional managers. A number of similarities and differences were identified between what was found in the literature and what had occurred at the case study institution and analysis of them led to the development of a model to attempt to explain the attitudinal and practical stages through which an institution goes in adopting a technical innovation. The impact of cultural and contextual factors upon the acceptance of an innovation is stressed.</span>

Modeling and Managing the Cost and Quality of Information Technology Services at Indiana University: A Case Study

1999 ◽  
Vol 1999 (102) ◽  
pp. 37-54 ◽  
Author(s):  
Christopher Spalding Peebles ◽  
Laurie G. Antolovic ◽  
Norma B. Holland ◽  
Karen Hoeve Adams ◽  
Debby Allmayer ◽  
...  
Keyword(s):  
Information Technology ◽  
Indiana University ◽  
Quality Of Information ◽  
Information Technology Services ◽  
Technology Services ◽  
The Cost

scholarly journals How to measure gain-sharing in an outsourcing relationship: a case study in information technology environment

2005 ◽  
Vol 16 (38) ◽  
pp. 90-101
Author(s):  
Surendra Agrawal ◽  
Reinaldo Guerreiro ◽  
Carlos Alberto Pereira
Keyword(s):  
Information Technology ◽  
Credit Card ◽  
Large Scale ◽  
Fixed Costs ◽  
Gain Sharing ◽  
Information Technology Services ◽  
Credit Card Market ◽  
Technology Services ◽  
Efficiency Cost

This study aims to approach the issue of gain-sharing measurement in an information technology outsourcing relationship as a component of remuneration policies for contracted services among companies. The methodology encompass three steps: (i) bibliographical revision on outsourcing relationship in information technology environment and pricing in outsourcing decisions; (ii) a case study in which the problem of gain-sharing measurement emerges in the relationship (providing information technology services) between two large-scale international companies that operate in Brazilian credit card market; (iii) discussion of the findings of the case study on basis of the revised literature. The contributions of the paper are: (i) to identify the main issues related to outsourcing decisions and pricing in outsourcing relationship; (ii) to present a description of the characteristics and behavior of costs in information technology environment; and (iii) to provide an analysis and discussion about the method adopted by the companies for gain-sharing measurement. The bibliographical research showed a lack of literature regarding to the specific subject of gain-sharing measurement. The findings of the empirical study indicated that information technology companies are highly structured with fixed costs and that gain-sharing method adopted by studied companies corresponds to costs savings measured by cost-accounting concepts of price and efficiency cost variances according to budget parameters. In addiction, it was observed that the method adopted contributes to get more transparency and capability to analyze the business relationship by both receiver and provider companies.

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