Definition and Classification of IT-Shared-Service-Center
Type
conference paper
Date Issued
2009-08-07
Author(s)
Research Team
IWI4
Abstract
Shared service centers (SSCs) are an increasingly important and oft-utilized approach to organizing Information Technology services. Nevertheless, researchers hitherto have not investigated SSCs sufficiently. Our research attempts to fill this gap by addressing the following basic problems: Firstly, no standardized definition of SSCs has established; and, secondly, different features of SSCs in practice have not been analysed. In an extensive literature review, we identified the following characteristics of SSCs to be commonly mentioned by researchers: consolidation of processes within the group; delivery of support processes; separated organizational unit; alignment with external customers; cost cutting as a major driver; focus on internal customers; and operation like a business. In a focus group, we identified the following parameters in which existing SSCs differ from each other: legal form; main form of co-ordination; service charges; external market; contractual form; center concept and product portfolio. These criteria were validated empirically by extensive case study research with seven IT-organizations from North America and Europe.
Language
English
Keywords
CCIIM
HSG Classification
not classified
Refereed
No
Book title
Proceedings of the Fifteenth Americas Conference on Information Systems (AMCIS 2009)
Publisher
Association for Information Systems
Publisher place
AIS Electronic Library (AISeL)
Event Title
15th Americas Conference On Information Systems (AMCIS 2009)
Event Location
San Francisco, CA
Event Date
06.-09.08.2009
Official URL
Subject(s)
Division(s)
Eprints ID
213307
File(s)![Thumbnail Image]()
open.access
Name
ATT4R1N3.pdf
Size
122.41 KB
Format
Adobe PDF
Checksum (MD5)
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