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Composing Adaptive and Scalable IT Shared Services

Timothy Olsen
Georgia State University, USA
Richard Welke
Georgia State University, USA


Abstract
IT units are often perceived as ineffective by other business units who, as a result, often choose to obtain services from external providers. In an effort to remain competitive, many IT units are turning to a shared service model, wherein they are operated like an independent company, maintaining transparent costs and constructing formal service level agreements. However, divergent requirements and continuous change requests of customers limit the ability to achieve the economies of scale enjoyed by external service providers. Given these pressures how can an IT unit compose services that are adaptive to customer needs, yet still achieve economies of scale? Based on an exploratory case study of an organization (Public_IT) which has undergone a shared services transformation, we elaborate an analysis of how such services become aligned with end-user needs through three phases necessary to achieve process repeatability.

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Reference:Olsen T., Welke R. (2010). "Composing Adaptive and Scalable IT Shared Services," Proceedings > Proceedings of SIGSVC Workshop . Sprouts: Working Papers on Information Systems, 10(124). http://sprouts.aisnet.org/10-124
Keywords:services, service-orientation, service management, IT Management, BPM, BPMN
Item Type:Article - Volume 10 Article 124 (2010)
Language:English
Email: Timothy Olsen (timothy.olsen@ceprin.org)
Richard Welke (rwelke@ceprin.org)

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