 Managing IT as a Portfolio of ServicesJoe Peppard European Management Journal, 2003, vol. 21, issue 4, 467-483 Abstract: Despite findings from research that the engagement and involvement of business managers and users is a critical ingredient for success with information technology, for many organisations this has proven difficult to achieve. By adopting a service orientation and managing IT as a portfolio of services, this paper illustrates that it provides a language and perspective that all employees can identify with and understand. It highlights the critical role that employees at all levels play in the delivery of services in and around the processing, provisioning and stewardship of information. The paper presents a number of frameworks and models to guide management action. The discussion also raises particular issues to consider when outsourcing. The concluding analysis is that with this required involvement of business management in the delivery of many services, the IT organisation is primarily the organisation, and not a separate function. Keywords: IS; service; management; IS; service; delivery; IS; service; quality; IS; service; value; User; satisfaction; IS; organisation (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:eurman:v:21:y:2003:i:4:p:467-483 Ordering information: This journal article can be ordered from Access Statistics for this article European Management Journal is currently edited by Michael Haenlein More articles in European Management Journal from Elsevier |
Is your work missing from RePEc? Here is how to contribute.
Questions or problems? Check the EconPapers FAQ or send mail to .
EconPapers is hosted by the
School of Business at Örebro University.