From Fragmented to Integrated IT Service Delivery: Identifying Coordinating Challenges

Albert Plugge and Jacques Brook
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Albert Plugge: Faculty of Technology, Policy and Management, Delft University of Technology, The Netherlands
Jacques Brook: Faculty of Strategy, Marketing and International Business, Maastricht School of Management, The Netherlands

No 2013/04, Working Papers from Maastricht School of Management

Abstract: Previous research identified that the delivery of integrated IT services requires intensive coordination. The aim of this research is to create a deeper understanding in how a vendor coordinates the delivery of integrated IT services to their clients as part of an outsourcing arrangement. This paper presents the results from an explorative empirical study, based on four vendors in the field of IT outsourcing. Our findings are twofold. First, as vendor organisations can be characterised as highly fragmented monolithic systems, our study reveals that the coordination process within and between units and subunits often results in a struggle to deliver integrated IT services. Secondly, we found that all vendors under study organised the orchestration role within their Delivery organization. More specifically, the unit that is most involved in the delivery of integrated IT services is responsible for the coordination activities. Since the topic of coordination from the perspective of vendors has hardly been researched, our research aims to contribute by partly filling this gap.

Keywords: Outsourcing; strategic management; coordination theory; orchestration; service delivery (search for similar items in EconPapers)
Pages: 14 pages
Date: 2013-03
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http://web2.msm.nl/RePEc/msm/wpaper/MSM-WP2013-04.pdf First version, 2013 (application/pdf)

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