INFORMATION AND COMMUNICATION TECHNOLOGY OUTSOURCING: AN ANALYSIS OF THE VENDORS’ VIEWS
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Data de Publicação: | 2013 |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | REAd (Porto Alegre. Online) |
Texto Completo: | https://seer.ufrgs.br/index.php/read/article/view/39024 |
Resumo: | This research has the objective of analyze the vendors’ views of ICT (Information and Communication Technology) outsourcing. It embraces organizations of the private sector, located in the State of São Paulo, and that are service providers for more than 15 years. This paper is an exploratory study about outsourcing arrangements, the management models adopted and the difficulties faced by the vendors. The case study method was used and applied in four ITC vendors. Four outsourcing contracts were analyzed in each one of these organizations, totalizing 16 units of analysis. The data were collected through interviews, based on previously elaborated script, and applied to managers and employers that participated or were responsible for the contractual definition and the service management. This paper identifies two new reasons for outsourcing: increase ICT service availability and information assurance. Findings also highlight relations between contract arrangements, management models, and difficulties faced on the relationship. Based on these relations, a framework was developed for analyzing ICT services management. |
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INFORMATION AND COMMUNICATION TECHNOLOGY OUTSOURCING: AN ANALYSIS OF THE VENDORS’ VIEWSTERCERIZACIÓN DE SERVICIO DE TIC: UNA EVALUACIÓN BAJO LA VISIÓN DEL PROVEEDORTERCEIRIZAÇÃO DE SERVIÇO DE TIC: UMA AVALIAÇÃO SOB O PONTO DE VISTA DO FORNECEDORTerceirizaçãoTecnologia de InformaçãoArranjos ContratuaisModelos de GerenciamentoSetor PrivadoOutsourcingInformation TechnologyContract ArrangementsManagement ModelsPrivate SectorTerceirizaçãoTecnología de InformaciónArreglos ContractualesModelos de GerenciaSector PrivadoThis research has the objective of analyze the vendors’ views of ICT (Information and Communication Technology) outsourcing. It embraces organizations of the private sector, located in the State of São Paulo, and that are service providers for more than 15 years. This paper is an exploratory study about outsourcing arrangements, the management models adopted and the difficulties faced by the vendors. The case study method was used and applied in four ITC vendors. Four outsourcing contracts were analyzed in each one of these organizations, totalizing 16 units of analysis. The data were collected through interviews, based on previously elaborated script, and applied to managers and employers that participated or were responsible for the contractual definition and the service management. This paper identifies two new reasons for outsourcing: increase ICT service availability and information assurance. Findings also highlight relations between contract arrangements, management models, and difficulties faced on the relationship. Based on these relations, a framework was developed for analyzing ICT services management.Esta investigación tiene como objetivo describir la tercerización de servicios de TIC (Tecnología de Información y Comunicación) bajo la visión del proveedor. Ella abarca organizaciones del sector privado, localizadas en el Estado de São Paulo, y que actúan hay más de 15 años en mercado de servicios de TIC. La investigación representa un estudio exploratorio abordando las razones para tercerizar, las características de los arreglos contractuales, los modelos de gerencia adoptados y las dificultades enfrentadas por los proveedores en la prestación del servicio. Se utilizó el método de estudio de caso, que fue aplicado en cuatro organizaciones proveedoras de servicios de TIC. De cada una de las organizaciones fueron evaluados cuatro servicios tercerizados, totalizando 16 unidades de análisis. Los datos fueron colectados a través de entrevistas con base en itinerario previamente elaborado, y aplicadas en profesionales que estuvieron directamente ligados al proceso de definición contractual y de gerencia del servicio. La investigación profundizó el conocimiento sobre el fenómeno de la tercerización y, a través de ella, fue posible identificar dos nuevas razones que llevan las organizaciones a tercerizar: la necesidad de mayor disponibilidad de los servicios de TIC y la necesidad de mayores cuidados con la seguridad de la información. Fueron identificadas asociaciones entre los arreglos contractuales: los modelos de gerencia y las dificultades enfrentadas. Con base en esas asociaciones se creó un modelo que puede ser aplicado en el análisis de la gestión de servicios tercerizados de TIC.Esta pesquisa tem como objetivo descrever a terceirização de serviços de TIC (Tecnologia de Informação e Comunicação) sob o ponto de vista do fornecedor. Ela abrange organizações do setor privado, localizadas no Estado de São Paulo, e que atuam há mais de 15 anos no mercado de serviços de TIC. A pesquisa representa um estudo exploratório abordando as razões para terceirizar, as características dos arranjos contratuais, os modelos de gerenciamento adotados e as dificuldades enfrentadas pelos fornecedores na prestação do serviço. Utilizou-se o método de estudo de caso, que foi aplicado em quatro organizações fornecedoras de serviços de TIC. Em cada uma das organizações foram avaliados quatro serviços terceirizados, totalizando 16 unidades de análise. Os dados foram coletados através de entrevistas baseadas em roteiro previamente elaborado, e aplicadas em profissionais que estiveram diretamente ligados ao processo de definição contratual e de gerenciamento do serviço. A pesquisa aprofundou o conhecimento sobre o fenômeno da terceirização e através dela foi possível identificar duas novas razões que levam as organizações a terceirizar: necessidade de maior disponibilidade dos serviços de TIC e necessidade de maiores cuidados com a segurança da informação. Foram identificadas associações entre os arranjos contratuais, os modelos de gerenciamento, e as dificuldades enfrentadas. Com base nessas associações criou-se um modelo que pode ser aplicado na análise do gerenciamento de serviços terceirizados de TIC.Universidade Federal do Rio Grande do Sul2013-04-18info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionscientific articlearticulo científicoAvaliado pelos paresartigo científicoapplication/pdfhttps://seer.ufrgs.br/index.php/read/article/view/39024Electronic Review of Administration; Vol. 15 No. 3 (2009): Edição 64 - set/dez 2009; 653-678Revista Electrónica de Administración; Vol. 15 Núm. 3 (2009): Edição 64 - set/dez 2009; 653-678Revista Eletrônica de Administração; v. 15 n. 3 (2009): Edição 64 - set/dez 2009; 653-6781413-23111980-4164reponame:REAd (Porto Alegre. Online)instname:Universidade Federal do Rio Grande do Sul (UFRGS)instacron:UFRGSporhttps://seer.ufrgs.br/index.php/read/article/view/39024/25104Parada Vasques Prado, Edmirinfo:eu-repo/semantics/openAccess2013-04-24T13:45:15Zoai:seer.ufrgs.br:article/39024Revistahttp://seer.ufrgs.br/index.php/read/indexPUBhttps://seer.ufrgs.br/read/oaiea_read@ufrgs.br1413-23111413-2311opendoar:2013-04-24T13:45:15REAd (Porto Alegre. Online) - Universidade Federal do Rio Grande do Sul (UFRGS)false |
dc.title.none.fl_str_mv |
INFORMATION AND COMMUNICATION TECHNOLOGY OUTSOURCING: AN ANALYSIS OF THE VENDORS’ VIEWS TERCERIZACIÓN DE SERVICIO DE TIC: UNA EVALUACIÓN BAJO LA VISIÓN DEL PROVEEDOR TERCEIRIZAÇÃO DE SERVIÇO DE TIC: UMA AVALIAÇÃO SOB O PONTO DE VISTA DO FORNECEDOR |
title |
INFORMATION AND COMMUNICATION TECHNOLOGY OUTSOURCING: AN ANALYSIS OF THE VENDORS’ VIEWS |
spellingShingle |
INFORMATION AND COMMUNICATION TECHNOLOGY OUTSOURCING: AN ANALYSIS OF THE VENDORS’ VIEWS Parada Vasques Prado, Edmir Terceirização Tecnologia de Informação Arranjos Contratuais Modelos de Gerenciamento Setor Privado Outsourcing Information Technology Contract Arrangements Management Models Private Sector Terceirização Tecnología de Información Arreglos Contractuales Modelos de Gerencia Sector Privado |
title_short |
INFORMATION AND COMMUNICATION TECHNOLOGY OUTSOURCING: AN ANALYSIS OF THE VENDORS’ VIEWS |
title_full |
INFORMATION AND COMMUNICATION TECHNOLOGY OUTSOURCING: AN ANALYSIS OF THE VENDORS’ VIEWS |
title_fullStr |
INFORMATION AND COMMUNICATION TECHNOLOGY OUTSOURCING: AN ANALYSIS OF THE VENDORS’ VIEWS |
title_full_unstemmed |
INFORMATION AND COMMUNICATION TECHNOLOGY OUTSOURCING: AN ANALYSIS OF THE VENDORS’ VIEWS |
title_sort |
INFORMATION AND COMMUNICATION TECHNOLOGY OUTSOURCING: AN ANALYSIS OF THE VENDORS’ VIEWS |
author |
Parada Vasques Prado, Edmir |
author_facet |
Parada Vasques Prado, Edmir |
author_role |
author |
dc.contributor.author.fl_str_mv |
Parada Vasques Prado, Edmir |
dc.subject.por.fl_str_mv |
Terceirização Tecnologia de Informação Arranjos Contratuais Modelos de Gerenciamento Setor Privado Outsourcing Information Technology Contract Arrangements Management Models Private Sector Terceirização Tecnología de Información Arreglos Contractuales Modelos de Gerencia Sector Privado |
topic |
Terceirização Tecnologia de Informação Arranjos Contratuais Modelos de Gerenciamento Setor Privado Outsourcing Information Technology Contract Arrangements Management Models Private Sector Terceirização Tecnología de Información Arreglos Contractuales Modelos de Gerencia Sector Privado |
description |
This research has the objective of analyze the vendors’ views of ICT (Information and Communication Technology) outsourcing. It embraces organizations of the private sector, located in the State of São Paulo, and that are service providers for more than 15 years. This paper is an exploratory study about outsourcing arrangements, the management models adopted and the difficulties faced by the vendors. The case study method was used and applied in four ITC vendors. Four outsourcing contracts were analyzed in each one of these organizations, totalizing 16 units of analysis. The data were collected through interviews, based on previously elaborated script, and applied to managers and employers that participated or were responsible for the contractual definition and the service management. This paper identifies two new reasons for outsourcing: increase ICT service availability and information assurance. Findings also highlight relations between contract arrangements, management models, and difficulties faced on the relationship. Based on these relations, a framework was developed for analyzing ICT services management. |
publishDate |
2013 |
dc.date.none.fl_str_mv |
2013-04-18 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion scientific article articulo científico Avaliado pelos pares artigo científico |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://seer.ufrgs.br/index.php/read/article/view/39024 |
url |
https://seer.ufrgs.br/index.php/read/article/view/39024 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://seer.ufrgs.br/index.php/read/article/view/39024/25104 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Universidade Federal do Rio Grande do Sul |
publisher.none.fl_str_mv |
Universidade Federal do Rio Grande do Sul |
dc.source.none.fl_str_mv |
Electronic Review of Administration; Vol. 15 No. 3 (2009): Edição 64 - set/dez 2009; 653-678 Revista Electrónica de Administración; Vol. 15 Núm. 3 (2009): Edição 64 - set/dez 2009; 653-678 Revista Eletrônica de Administração; v. 15 n. 3 (2009): Edição 64 - set/dez 2009; 653-678 1413-2311 1980-4164 reponame:REAd (Porto Alegre. Online) instname:Universidade Federal do Rio Grande do Sul (UFRGS) instacron:UFRGS |
instname_str |
Universidade Federal do Rio Grande do Sul (UFRGS) |
instacron_str |
UFRGS |
institution |
UFRGS |
reponame_str |
REAd (Porto Alegre. Online) |
collection |
REAd (Porto Alegre. Online) |
repository.name.fl_str_mv |
REAd (Porto Alegre. Online) - Universidade Federal do Rio Grande do Sul (UFRGS) |
repository.mail.fl_str_mv |
ea_read@ufrgs.br |
_version_ |
1799766202455687168 |