IT – Information technology service evaluation factors: a post-contract outsourcing study

• Autor(a) principal: Melo, Francisco Vicente Sales
• Data de Publicação: 2011
• Outros Autores: Marques, Érico Veras
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Revista Eletrônica de Estratégia e Negócios
• Texto Completo: https://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/article/view/583
• topic: Tecnologia de informação. Outsourcing. Avaliação de serviços

The process of outsourcing has its success or failure according to the supplier selection and managing process. On this context, the objective of this work is to verify which factors are considered in the evaluation of information technology services (IT), post-contract of outsourcing. To do it, the method used was of a factor analysis after applying a structured questionnaire to the managers of a model electricity supplier company that outsources its IT services in the State of Ceará. Considering the costumers evaluation of this company`s IT services, we verified that the outsourcing contract improved the hiring information system and through this, it was possible to minimize the process of repeating some daily activities. The results show that the factors considered in the IT services are: ‘innovation commitment’, ‘relationship’ and ‘carrying out the deadlines and information security’. With these results the greatest question is if these variables are considered during the supplier selection and the definition of service levels and how to determine the service level to subjective factors like the relationship.