Search

Purpose: This paper analyzes the longitudinal development of outsourcing research and practical applications in aviation technical services through a comparison with information technology (IT) outsourcing to find commonalities, differences, and trends. Although these large knowledge-intensive industry segments have different boundary conditions, they both have a long history in outsourcing. Design/methodology/approach: Results from longitudinal expert interviews conducted in 2014 and 2020 are analyzed using a maturity model and compared to input collected from the literature. Findings: Outsourcing in both segments follows the path indicated in the maturity model, with some variations. In aviation technical services, elements from earlier maturity stages are retained both in research and practice, while in IT, new technologies bring the focus back to elements seen in lower maturity stages. Aviation has advanced further in maturity than IT outsourcing, despite IT being a larger and more widespread segment. Research limitations/implications: The interviews conducted were mainly with Finnish experts from internationally operating organizations. However, the possibility of geographical bias is considered small, as practices in both studied segments are truly international. Social implications: Well-functioning outsourcing is an essential part of modern organizations’ strategic set-up. Understanding the longitudinal development patterns helps both vendors and clients to prepare and adapt for the future. Originality/value: Maturity models have not previously been used for a longitudinal study of outsourcing development. Comparing outsourcing in two large segments contributes to understanding of the effects of regulation, differing client preferences, and innovation, Peer Reviewed

This paper aims to measure the activities of software and IT services performed outside the Brazilian software industry and to highlight the contribution of these activities to the competitive and innovative dynamics in several sectors. For this purpose, the authors used the methodological approach presented in another paper by Diegues and Roselino (2011). The study concludes that such activities are very significant and that the number of employees dedicated to the activities of software and IT services outside the software industry is larger than that allocated in the industry itself. It was also shown that these activities are concentrated in sectors as business services, public administrations and financial intermediations, among others. Regarding industry trends, the authors found that the secondary dimension of software and IT activities has been reducing its importance as part of the Brazilian software industry, which can be an indicator of an increased degree of maturity of this industry. Finally, the paper estimates that in 2008 the activities of software and IT service performed outside the software industry had a dimension of R$ 34.5 billion. That same year, the Brazilian software and related services industry showed a net operating revenue of R$ 47.4 billion, O objetivo deste trabalho é mensurar as atividades de software e serviços de TI realizadas fora da indústria brasileira de software e destacar a contribuição destas atividades para a dinâmica competitiva e inovativa em diversos setores. Para tal, utilizou-se como base a metodologia exposta por Diegues e Roselino (2011). Mostrou-se que tais atividades apresentam dimensão bastante significativa e que a quantidade de trabalhadores dedicados às atividades de software e serviços de TI fora da indústria de software é maior do que aqueles alocados na própria indústria. No que se refere aos setores, verificou-se uma concentração em áreas que são vistas como em TI, como serviços prestados às empresas, administração pública, intermediação financeira, entre outros. Já no que se refere às tendências do setor, verificou-se que as atividades de software e TI na dimensão secundária vem reduzindo sua importância como parcela da indústria brasileira de software e serviços, o que pode ser um indicador da elevação do grau de maturidade desta indústria. Estima-se quem em 2008 as atividades de software e serviço de TI realizadas fora da indústria de software apresentaram uma dimensão de R$ 34,5 bilhões. Neste mesmo ano, a Indústria Brasileira de Software e Serviços Relacionados apresentou uma receita operacional líquida de R$ 47,4 bilhões.

The aim of the research was to develop an operational management model oriented to information technology services, under the approach of Information Technology for Infrastructure Library practices in utilities. The study approach is descriptive, qualitative and theoretical. This research is justified by the need for utility companies to monitor and take control the operations performed on the technology platform in order to maximize the availability of services of information technology. The principles and considerations described by: Beltran (2004), Bon (2007), Cokins (2006), Broussard (2008), Klosterboer (2008) and Quint (2007), and others, were reviewed for development of the research, furthermore was identified in the Information Technology for Infrastructure Library practices the required processes in the operational management: service operation and service transition. The proposal put forward a model of operational management, which uses indicators to measure the performance of services, based on the operation and transition processes identified in the practices above., El objetivo de la investigación consistió en desarrollar un modelo de gestión operativa para los servicios de tecnología de información, bajo el enfoque de las prácticas definidas en la Librería de la Infraestructura para la Tecnología de Información (Traducido del inglés: Information Technology for Infraestructure Library), en empresas de servicios públicos, siendo el estudio de tipo descriptivo, cualitativo y teórico. La investigación se justifica por la necesidad que tienen estas empresas de supervisar y controlar adecuadamente las operaciones que se realizan en la plataforma tecnológica a fin de maximizar la disponibilidad de los servicios de tecnología de información. Para el desarrollo de la investigación se revisaron los postulados y consideraciones descritos por: Beltran (2004), Bon (2007), Cokins (2006), Broussard (2008), Klosterboer (2008) y Quint (2007), entre otros; así mismo, se identificó en las prácticas establecidas en la Librería de la Infraestructura para la Tecnología de Información los procesos requeridos en la gestión operativa: operación y transición del servicio. La propuesta formula un modelo de gestión operativo, que utiliza indicadores para medir el desempeño de los servicios, en base a los procesos de operación y transición identificados en las prácticas mencionadas. Palabras clave: modelo, gestión operativa, servicios de tecnología de información, empresas servicios públicos.

The study subject of this paper is the use of management standards and recommendations in the implementation of ITIL standards and best practices in the management of Information and Communication Technology unit. The conceptual implementation model consists of analysis, observations and implementation of best practices and methodologies in order to develop an integrated system compatible with the needs of an international non-profit organization. The paper elaborates the key aspects of corporate culture combined with the rules and regulations in order to maximize the quality of service, its efficiency and availability. One of the most important services is the management of client support in order to maximize the efficiency of service delivered to clients. This paper also illustrates the practical implementation of the ITIL best practices within the Organization for Security and Co-operation in Europe (OSCE), the Office for Democratic Institutions and Human Rights, using software tools and documented procedures to manage services, infrastructure and resources.

Visibility of locally procured information technology (IT) assets must be centralized at the enterprise level. Only after Army leaders have precise enterprise visibility of the products and services that were locally procured can they accurately determine the total cost of ownership for each IT asset. The total cost of ownership includes the life cycle costs of items such as computer hardware, software, and licenses as well as expenditures on contractor support personnel. With accurate and complete enterprise visibility of locally procured products and services and an accounting of the total cost of ownership of these assets, the Army can then, and only then, implement effective policy changes that measurably reduce IT overcapacity, redundancies, and wastefulness. Of the numerous automated systems used in the IT life cycle process, Wide Area Workflow (WAWF) may provide a centralized, mineable database for the timely and precise tracking, accountability, and reporting of the IT products and services that were procured throughout the Army enterprise., Strategy Research Project.

The Defense Science Board Task Force on Improvements to Services Contracting conducted an independent assessment of improvements in the procurement and oversight of services by the Department of Defense (DoD). The task force identified six Key Findings in their assessment. (1) Contracts for services support major DoD programs and their associated administrative, technological, and logistics services and are a strategic component of all military operations. DoD services contracting in 2010 added up to more than $200 billion, over 50 percent of the total DoD acquisition budget. (2) Buying services is fundamentally different than buying weapons systems, yet most current acquisition regulations, laws, policies, processes, standards, training, education, and management structures are focused on optimizing the characteristics of products. Only a small fraction of these focus on the way services are acquired. (3) The workforce is inadequately prepared to acquire and execute services contracts. Specific guidance, training, and experience are needed. (4) The DoD urgently needs to establish a meaningful taxonomy for services to develop useful definitions, performance standards, and outcome measures for each type of service. It is important to note that different types of services will need different policies and guidance than others. (5) New and more detailed guidance is needed that clarifies the inherently governmental functions that should always be performed by government personnel. This is needed to eliminate the confusion over work that is critical or closely associated with inherently governmental activities, much of which can be done better and more efficiently through contracting in support of inherently governmental work. (6) Services contracting to support contingency operations is a special case needing fast response. A number of specific actions are needed to facilitate acquisition in these time-critical situations.

Contracts for services are essential to all aspects of military operations. Contracted services to support Department of Defense (DoD) missions range from routine base operating support to highly skilled analysis to direct support to battlefield operations. Contracts for services supporting major DoD programs and their associated administrative, technological, and logistics services are a strategic component of the expanding expeditionary military, stability, and reconstruction operations. The reduction in the number of uniformed personnel in the 1990s, and today's demanding combat missions have resulted in the expansion of services contracting to more than $200 billion -- over 50 percent of the DoD acquisition budget. Today, almost every defense task that is not an inherently governmental function is carried out in some part through contracted services. The task force findings include many issues related to the complexity, span, and scope of services contracting -- not just in the range of dollars involved, but also in types of activities contracted for. A better understanding of these issues is needed and the right data about them needs to be tracked to conduct relevant trend and performance analyses. The report also makes useful recommendations in specific areas, such as the definition of inherently governmental functions and services contracting in support of contingency operations. The report suggests many helpful actions to address these issues in the areas of policies and procedures, leadership, and training, but no one-size-fits-all solutions exist.

Optimized quality of IT services are those which need pre-analysis of users’ requirements, service provider’s capabilities as well as service specification and standardization. For any organization, maintaining of quality of IT service has become one of the key challenges which holds a significance importance to users’ satisfaction. Thus, this research tries to explore and identify the key factors of service quality dimensions and its affect on Information Technology Service so that organization can understand and follow the possible way to maintain quality of IT service to satisfy its end users. To achieve ultimate target of this research, the relevant three literatures have been reviewed and then the concept structure has been proposed for the analysis. From the respective three literatures, service quality dimensions have been selected to be tested for quality practices in Information Technology Service Department in the United Nations Office on Drugs and Crimes (UNODC).A qualitative research approach has been used to get a better understanding of the issue. The empirical data has been gathered through the study of internal documents, five days of participant observations and in-depth structured interviews with three quality assurance staffs and one IT service user from UNODC. Data presentation and analysis have been done in accordance with the literatures framework and research questions. Finally, conclusion has been drawn by answering research questions based on the issues identified. The findings of the exploratory case study suggest that considering of dependability, prior requirement analysis, and functionality of IT product and services could be taken up to bring realistic, clear, and goal-oriented quality approach in the Information Technology Service which address users’ expectations. The quality dimensions and the gap identified in the research study provide an avenue to address the quality related difficulties that IT service organizations encounter whi

In managed information technology (IT) support environments, transferring solution-oriented knowledge from an IT service provider to an enterprise customer offers benefits to both firms. However, the process of inter-organisational knowledge transfer is not well understood in such complex settings where Web-based Self-service Systems (WSSs) are increasingly employed. This paper draws on findings from an interpretive study of six large multinational IT service providers to provide a staged model of after-sales knowledge transfer from an IT service provider to an enterprise customer when a WSS is used. The paper also identifies and discusses the key challenges involved at each stage.