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IT Outsourcing Improvement: Contractual Model of Governance and Management from Customer Perspective

Evaluation in an Ecuadorian Institution of Financial Sector

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Recent Advances in Information Systems and Technologies (WorldCIST 2017)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 569))

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Abstract

Following a Design Science Research (DSR) approach, this paper presents a model of Governance and Management for IT outsourcing services, from the perspective of specific governance mechanisms, strategic alignment, and management process; this combination is not explicit in the technical literature. The designed model references contractual mechanism of outsourcing, from a customer perspective. The evaluation process is carried out through a case study: applying the model in an Ecuadorian institution of the financial sector, which has chosen to outsource a number of their IT services. For data capture and recording, Participant Observation has used; also, using implementation Critical Success Factors found in technical literature a compliance check is done. The work contributes providing a practical tool for the practitioners, and subsequent expansion of the existing body of knowledge in business process outsourcing, IT related.

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Author information

Authors and Affiliations

  1. Escuela Politécnica Nacional, Quito, Ecuador

    Carlos Montenegro & Andrés Larco

  2. Universidad de Las Américas, Quito, Ecuador

    Natalí Nuñez

Authors
  1. Carlos Montenegro
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  2. Natalí Nuñez
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  3. Andrés Larco
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Corresponding author

Correspondence to Carlos Montenegro .

Editor information

Editors and Affiliations

  1. DEI/FCT, Universidade de Coimbra, Coimbra, Baixo Mondego, Portugal

    Álvaro Rocha

  2. Nova IMS, Universidade Nova de Lisboa, Lisboa, Portugal

    Ana Maria Correia

  3. College of Engineering, The Ohio State University, Columbus, Ohio, USA

    Hojjat Adeli

  4. DSI/EEUM, Universidade do Minho, Guimarães, Portugal

    Luís Paulo Reis

  5. DIMES, Università della Calabria, Arcavacata di Rende, Italy

    Sandra Costanzo

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Montenegro, C., Nuñez, N., Larco, A. (2017). IT Outsourcing Improvement: Contractual Model of Governance and Management from Customer Perspective. In: Rocha, Á., Correia, A., Adeli, H., Reis, L., Costanzo, S. (eds) Recent Advances in Information Systems and Technologies. WorldCIST 2017. Advances in Intelligent Systems and Computing, vol 569. Springer, Cham. https://doi.org/10.1007/978-3-319-56535-4_61

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  • DOI: https://doi.org/10.1007/978-3-319-56535-4_61

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