Information technology outsourcing (ITO) is a USD multi-trillion industry. There is growing competition among ITO service providers to improve their service deliveries. Natural language processing (NLP) is a technique, which can be leveraged to gain a competitive advantage in the ITO industry. This paper explores the information security implications of using NLP in ITO. First, it explores the use of NLP to enhance information security risk management (ISRM) in ITO. Then, it delves into the information security risks (ISRs) that may arise from the use of NLP in ITO. Finally, it proposes possible ISRM approaches to address those ISRs in ITO from the use of NLP. The study follows a qualitative approach using the case study method. Nine participants from three organisations (an ITO client, service provider and sub-contractor) engaged in an ITO relationship in the ICT industry were interviewed through a semi-structured questionnaire. The research findings were verified through a focus group. Case study scenarios are provided for a clear understanding of the findings. To the best of our knowledge, it is the first study to investigate the information security implications of the use of NLP in ITO.
Operational effectiveness is measured by the application availability to end-users and the extent of convenient usage of the application to perform their business functions. This paper demonstrates how varying project transition process can affect the operational effectiveness. This explanatory case study uses various projects in a South Australian government agency as the candidates for evaluation. With various applications that existed in the production environment, the end-users had varying levels of satisfaction. This research analyses factors influencing the operational efficiency the projects in transition from project delivery into operations. The evidence clearly demonstrates criticality of the transition process of applications from project delivery phase to operations phase. The research analyses the findings specific to government agencies and presents recommendations. These findings can be useful to public sector agencies for improving availability of IT applications in operations.
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