Research in partial fulfilment of the degree: M.COM (by course work) University of the Witwatersrand, Johannesburg / Andrew Chakane 2018

Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2005 / The era kno"n as the Industrial Revolution was a period in which fundamental changes occurred in agriculture, textile and metal manufacture, transportation, the social structure and economic policies. The large number of unskilled people provided cheap labour and was used as easy replaceable tools. Employees have since become companies' most expensive '''assets''. The Internet was originally designed for military applications. The US military wanted a network that could withstand a terrorist attack and stilI work if important communication areas had been destroyed. The Internet, also known as the giant network of networks, has become a major catalyst for electronic business. The Internet caused the shape of companies to change and the way they conduct business. For example the Intemet enabled companies to be run from home and changed the old companies' structures. Sending data via a network is a lot faster and less expensive than making a telephone call or sending a messenger. Businesses have become more dependent on the Internet to generate revenue. E-commerce refers to the buying and selling of goods and services on the Internet and reduces the cost of doing business. The down side is that companies are also more exposed to inherent security risks. New technology with old methods of working is also no longer feasible. Many clerical tasks disappear and both the job functions of staff and the supervisory functions and procedures change. Information technology (IT) is increasing productivity, and thus, for a given output, a smaller number of people are employed. Increasing numbers of workers are retrenched when still in mid-career because labour is a most expensive commodity. The reduction in overheads and improved response of modem administrative systems increase the opportunities for organisations of all sizes to compete on an international level.

The outsourcing market for information technology services has been transformed over the last few years. Outsourcing, once inspired primarily by cost reductions, now forms part of overall company strategies in order to improve focus. Intent: The purpose of this research project is to conduct a critical analysis of the outsourcing of information technology infrastructure. In particular, this paper will focus on the process followed and on adherence to good corporate governance and business ethics. This dissertation addresses (i) the strategic reasons for outsourcing, (ii) reasons for not outsourcing, (iii) the different types of models available, (iv) the outsourcing process to follow, and (v) the risks associated with outsourcing. These five aspects were all empirically tested in Trans Hex. Findings: The main findings were that (i) no recognized formal process had been followed; (ii) the risk profile of the outsourcing company changed and (iii) a post-outsourcing review is required to determine whether the process is working as planned and to identify opportunities for improvement. Conclusion: A new approach is needed to improve the viability and success of outsourcing information technology infrastructure. Based on the present findings it is argued that a holistic approach to information technology infrastructure outsourcing should be adopted which combines several outsourcing processes into a company-specific outsourcing process framework.

M.Tech. Business Administration. Business School. / Business organisations who have implemented the Systems Applications Product (SAP) are increasingly looking to get more value out of their investment. With increased pressure to be competitive in all aspects of the business, organisations are increasingly sceptical about information technology benefits and its associated high costs. This research will be conducted at various business organisations in South Africa, who deployed the SAP system. Jordan (2008:395) states that software is design intensive, symbolic, abstract and constrained by intellectual complexity more than by physical laws. The analogy can thus be drawn that the level of complexity underlines the business's ability to extract real value from the investment, and relies heavily upon the insight and understanding of the people responsible for the deployment and ongoing configuration and customisation of the system, in line with organisational processes and goals.

This study was evoked by a discussion with one of Dimension Data’s Service Management Executives. The discussion was centred around customer service management focus and on how to bring all stakeholders within the organisation to share this common goal. The critical aspect does not merely mean improving quality, but to exceed customers’ expectations according to Manning (1989:63). Quality and customer service have become a way of life rather than, short-term projects that can begin and end at will emphasises Manning (1989:91). There is a myriad of evidence to suggest that services are becoming critical to economic growth in most developing economies, one of such is South Africa. Thus South African industry requires substantial reflection both from the government and private sector regarding issues of service. Organisations therefore need to understand products and services as complex clusters of value adding satisfactions. The main problem of this research is as follows: What customer service management strategies are at the disposal of an information technology organisation? The main problem will be solved in the form of three sub-problems, by identifying what customer service management is. Secondly, depicting a customer service management model and lastly recognising customer service strategies that exist within Dimension Data.

Modern organisations make substantial investments in Information Technology (IT). Corporate governance practices can no longer ignore the importance of effectively governing IT. Consequently, the third King Report on Corporate Governance (King III) makes specific provision for IT governance, which is implemented through the establishment of an IT governance framework. The purpose of this research is to develop a generic IT governance framework, suitable to any large South African organisation in the public or private sector. The literature considered for this research confirmed the extent of standards and practices available in support of IT governance, together with the roles and structures required to implement them. These included well-known publications such as COBIT, Prince2, ITIL and ISO/IEC27000. Based on the literature review, a theoretical Processes, Enablers and Structures (PES) IT Governance Framework was formulated. The framework was further explored by means of a survey of and structured interview with ten Chief Information Officers (CIOs) of South African organisations with a turnover in excess of R1bn per annum. The final PES IT Governance Framework comprises three dimensions, each of which contains a set of constituent components: • Processes: Strategic Alignment, Value Delivery, Resource Management, Risk Management and Performance Measurement. • Enablers: IT Sub Processes, Supporting Documentation, IT Control Framework, Technology Architecture, Desirable Practice, IT Portfolio Management and Regulation. • Structures: The Board, Office of the CIO, IT Steering Committee, Technology Architecture Forum, IT Programme Management Office and Information Security Organisation. As the number of regulatory requirements and associated compliance pressures grow, the importance of an effective IT governance framework also becomes more prominent. The PES IT Governance Framework offers a uniquely practical approach to addressing IT governance principles that are often regarded as abstract. The final PES IT Governance Framework provides clear guidance on how organisations could implement an IT governance framework, which addresses the strategic alignment of IT to business, value delivery by IT investments, IT risk management, IT resource management and IT performance measurement.

Sound IT governance is becoming increasingly important for any public or private organisation. However, based on previous research, it can be argued that local municipalities in South Africa are seemingly struggling to implement sound IT governance practices. As a result, very few municipalities perform strategic IT planning and as many as 80percent of municipalities do not have a Master System Plan (MSP) in place, which is required by law. IT governance and corporate governance are lately viewed as one and no longer as two separate governance disciplines, because computer systems and electronic communication are more important now than ever for the survival of any organisation. Therefore, it is important for municipalities to streamline their efforts towards sound IT governance. There are limitations which are faced by municipalities that limit these efforts. Possibly the biggest contributing factor towards this current municipal IT governance predicament, among others, is the fact that there are very few, if any, guidelines and resources available to municipalities to aid them in implementing proper IT infrastructures, systems and governance procedures. To improve the current state of IT governance in municipalities, better guidelines and procedures are required. This dissertation presents an IT governance framework to meet this aforementioned requirement. It is tailored to the requirements of local municipalities and is based on the international best practice, the Control Objectives for Information and related Technologies (COBIT) and the ISO/IEC 17799 code of practice for information security management. This proposed framework takes into account the Municipal Systems Act (nr 32 of 2000), Municipal Structures Act (nr 117 of 1998) and annual municipal IT audit reports’ requirements. Research was conducted at a district and its underlying, local municipalities to determine the proper IT governance criteria for municipalities. Case studies were performed at the municipalities and consisted of performing literature studies on the available municipal legislation and annual, municipal IT audit reports, conducting COBIT gap analyses, an ISO 17799 analysis, conducting interviews and developing questionnaires and data capturing and presentation tools. The resultant, proposed IT governance framework, titled the IT strategic objective plan (IT-SOP), when implemented by a municipality, should provide a solid governance foundation on which to base its business processes on.

The public higher education sector in South Africa is governed by an act of Parliament which defines the governance organs and mechanisms required within institutions and the sector. This doctoral thesis begins by contextualising ICT governance within the levels of systemic governance in South Africa that have relevance to this study. It then continues by advancing the understanding of the state of Information and Communication Technology (ICT) governance in public higher education institutions in South Africa by investigating the level of pervasiveness, the level of ICT process maturity and the alignment of ICT to the institutional processes within these institutions. Subsequently, this thesis results in the production of a contextually appropriate value framework that contributes towards an understanding of the need for the improvement of ICT governance. A survey of the extant literature on governance, ICT governance, and the frameworks and standards associated with governance indicates that the methodological approach currently favoured in ICT governance research is predominantly interpretive and based on surveys and interviews. This study leans towards a Design Science approach paradigm using surveys for the qualitative data collection process. The empirical research data was gathered from the highest ranking ICT officers at public higher education institutions in South Africa. This study makes contributions on a number of levels – from the first known measurement of ICT pervasiveness within the context of higher education, to the measurement of ICT process maturity and the measurement of the alignment of ICT and institutional processes, to the design of a value framework that breaks down governance into layers indicating which governance organs are appropriate at the relevant layers and which governance mechanisms can be used to address governance at each layer of governance. This study therefore makes a contribution to the ICT domain for development research by demonstrating praxis for the improvement of ICT governance implementation in the public higher education sector in South Africa. This study makes both method design and practical contributions to the ICT body of knowledge at various stages of the research process. These contributions include reflection on and analysis of the data gathering approaches that occur within the public higher education sector and in the complex environment of institutional autonomy and academic freedom; the use of Agency Theory to support the ‗governance intent‘ transfer between the layers of governance in the value framework and the synthesis of the improvement of ICT governance with value creation. The findings of this study further contribute to an understanding of the dynamics and interrelatedness of aspects of governance and management, while making a contribution to theoretical research by extending practical and empirical understanding of the ICT governance environment in the public higher education sector in South Africa.

Bibliography: pages 183-200. / The fundamental question is not whether South Africa should have a National Information Technology Policy to exploit Information Technology (IT), but more fundamentally what kind of government policies and programs for IT make sense. In today's competitive world what kind of policies and programs will be for the betterment of South Africa's economic and social structures? How can the South African government use IT to increase international competitiveness, and at the same time enhance economic and technological progress and create social improvement in the country? These and many other fundamental questions are the basis for this investigation. The starting point of this research was to compare South African IT to that in other countries; Expert opinion was obtained to identify specific issues, goals and technologies, and to propose ideas for government policies to: i) increase the country's competitiveness, ii) enhance its economic and technological progress, and iii) uplift its people. The main points emerging from this research are that the South African government needs to formulate a National IT Policy in order to direct the development of IT. Competitiveness, progress and social upliftment are inseparable and must be balanced when positioning such a policy. The policy should be directed from a high level to ensure that its recommendations are followed.

M. Tech. Business Administration / The objectives of this study was to investigate which top five critical success factors had contributed to the changes in performance of the IT projects in Eskom group IT's project delivery department, to examine and understand at which phases of the project life cycle these factors occur and to investigate which criteria are used to evaluate whether a project was a success or failure.