INFORMATION AND COMMUNICATION TECHNOLOGY OUTSOURCING: AN ANALYSIS OF THE VENDORS’ VIEWS

Detalhes bibliográficos
Autor(a) principal: Parada Vasques Prado, Edmir
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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spelling 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
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