The challenges in managing information technology shared services operations

Research output: Contribution to journalArticle

Abstract

The IT shared services initiatives support the 4th Industrial Revolution. The services are also measured to determine the e-government ranking. Sharing services is one of the strategic management options for reducing redundancy in operations, which can be very effective for organizations in the public or private sector. The organization unit or department running the services is called a Shared Services Organization (SSO) or Shared Service Centre (SSC). The SSO responsible for managing other organization subunit. Sharing service is also one of an alternative to outsourcing as it able to reduce costs by sharing functions across organization. The services must be managed efficiently to ensure customer satisfaction. This paper focuses on identifying SSO challenges in managing IT shared services in Public Sector. A literature review on shared services and intensive interviews with three types of IT project team responsible for sharing services in an SSO were performed. We identified eight challenges faced by the SSO: (1) meeting customer expectations, (2) standardization (IT, process, people), (3) communications, (4) struggle for resources, (5) new technology demand, (6) utilization and optimization of IT resources, (7) skills improvement and (8) contract management. Identifying the challenges contributes to a clear understanding of the real issues faced by an SSO.

Original languageEnglish
Pages (from-to)322-328
Number of pages7
JournalInternational Journal of Recent Technology and Engineering
Volume8
Issue number1C2
Publication statusPublished - May 2019

Fingerprint

Information technology
Service operations
Shared services
Customer satisfaction
Outsourcing
Service organization
Standardization
Redundancy
Communication

Keywords

  • IT Service Management
  • IT Shared Services
  • Shared Service

ASJC Scopus subject areas

  • Engineering(all)
  • Management of Technology and Innovation

Cite this

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