IT Outsourcing



Executive Summary

The paper discusses the effect of service quality on information technology. With the passage of time, the outsourcing services in the IT sector became a backbone of organization's operational and management infrastructure. From software to web development, the companies outsource a variety of information services. As the operational areas increased, the need for an effective execution of projects became imperative. The complex and sophisticated tasks of information management became a critical factor in ensuring the service quality fir the outsourcing agent. The companies started focusing on service quality because they could not afford the risk of unprofitable task executions. Any flaws may increase the operational risks, beside the organizations want to achieve cost reduction and economies of scales by handing over the outsourcing work to the particular agents. Despite the benefits, the organizations remained focused towards achieving a successful outcome through the agents. The service attributes are important to achieve the success of outsourcing partnership. The paper discusses the same service quality attributes through analyzing the satisfaction level of the organizations with their former and current outsourcing agents. The research collected the initial data from the existing literature that helped analyzing the current features of service quality. It is found that the IT organizations emphasize on the service quality, specifically in commitment and prompt service delivery in outsourcing projects. This is the reason why the agents have to put service quality at the froe front of every IT outsourcing task.

IT Outsourcing

Introduction

The IT outsourcing created a new industry which incised the consultants, and the application developers. These companies are establishing their positioning in the market in order to remain competent. Another purpose is to gain the trust of the client companies. The IT outsourcing agreements are usually the long- term contract; this is the reason why a remarkable focus is given to the smooth interactions and execution of the outsourced projects.

Various corporations are outsourcing their information technology services functions. The diversity and facility of this process goes beyond the conventional facilities management. This paper examines the study on the effects of quality on IT outsourcing. It discusses the impact of this service quality on the components including application development, telecommunication, end user support, system operations, system management, and planning. The study covers the service quality effects of providers and the ability of the companies to establish partnerships on these relationships. According to the literature review, outsourcing of telecommunications and system operations relate to the high degree of outsourcing (Schwalbe, 2009, p 56).

Before getting on to the service quality effectiveness in IT outsourcing, the paper discusses short background, rationale, goals and research problem.

Operation of the IT Outsourcing

The process of transition to IT outsourcing begins with an audit of the IT infrastructure, in which experts define its most important segments, identifying the most vulnerable places. After conducting an audit specialists convey to the customer report containing information about the current state of IT infrastructure and recommendations for optimization.

IT outsourcing includes the delegation of foreign companies specialized issues related to ...