Transition and Delivery Challenges of Retained Organizations in IT Outsourcing

Goldberg, Marius; Kieninger, Axel; Satzger, Gerhard; Fromm, Hansjörg

doi:10.1007/978-3-319-04810-9_5

Cited by 5 publications

(3 citation statements)

References 15 publications

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“…Literature identifies the governance of the outsourcing relationship, provider management and demand management (of business units) as key responsibilities of retained organizations (e.g. [10], [11]). With the shift towards multi-sourcing, the retained organization has to deal with growing interdependence between services.…”

Section: A the Retained Organization In It Outsourcingmentioning

confidence: 99%

“…Managing IT outsourcing covers the management of both providers and the demand of the business units [10], [11]. With growing complexity, multi-sourcing gradually necessitates managing the integration of interdependent services [4], [5].…”

Section: Theoretical Foundations and Related Workmentioning

confidence: 99%

“…Previous research identified the "retained organization" as an important factor for managing outsourcing [10], [11]. The retained organization is the part of the former IT department that is kept in-house.…”

Section: Introductionmentioning

confidence: 99%

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Organizational Models for the Multi-sourcing Service Integration and Management Function

Goldberg

Kieninger

Fromm

2014

2014 IEEE 16th Conference on Business Informatics

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Multi-sourcing is gradually becoming the standard operating mode for outsourcing customers. The complex service landscapes of multi-sourcing settings, however, entail significant challenges for customers. They are struggling with managing the various providers and integrating interdependent services. One challenge is to motivate competing outsourcing providers to work together. In this paper, we present five organizational models to establish a service integration and management function in multisourcing. Our findings reveal that service integration and management is differentiated into strategic and operational activities. On the client side, the retained organization is the key organizational unit to perform strategic service integration and management. The organizational entity that performs the operational activities, however, varies with the respective organizational model. Our research is based on a literature review and a qualitative study. With our work, we lay the basis for a better understanding of service integration and management and, thus, more mature multi-sourcing implementations.

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Section: A the Retained Organization In It Outsourcingmentioning

confidence: 99%