Empowered by information and communication technologies (ICTs), e-commerce has radically transformed the global economic landscape over the past decade. The diffusion of e-commerce so far has mostly been limited to developed countries and has been relatively slow in the rest of the world. To alleviate the digital divide, the United Nations has sponsored research results and given financial support to help developing countries. This dissertation applies growth theory from developmental economics and macroeconomics to analyze B2C e-commerce growth and diffusion across countries. There are two empirical studies in this dissertation. An initial exploratory study proposes three models for the growth of e-commerce revenues for European countries. An endogenous growth model proposes that e-commerce growth in a country is primary driven by internal factors. A contrasting exogenous growth model argues that e-commerce growth in a country is externally driven by leading countries. A third model, a mixed endogenous and exogenous growth model, argues that e-commerce growth is both internally and externally driven. This study tests data for 17 European countries from 2000 to 2004. The findings demonstrate that B2C e-commerce growth is driven by internal factors and external factors from a leading country, in support of the proposed explanatory growth theories. The second empirical study further proposes a hybrid growth-theoretic embedded technology infrastructure theory to investigate the role of Internet-based technology infrastructure in affecting e-commerce growth in a country. Its main purpose is to investigate whether there are simultaneous effects between Internet-based selling technology infrastructure and e-commerce growth. The findings show that there are two-way interactions between e-commerce growth and technology infrastructure. The overall objective of this dissertation is to open up a dialogue about the efficacy of alternative theoretical perspectives that will help to align IS and e-commerce research with theoretical and methodological developments from economic research.

<p>The purpose of this thesis is to examine the impact of best practices framework like In- formation Technology Infrastructure Library (ITIL) on IT outsourcing implementation. This thesis will examine the research question:</p><p>“What are ITIL’s effects on IT Outsourcing implementation?”</p><p>The goal is to find out whether ITIL is applicable in IT outsourcing project, and if it has a positive or negative impact on it. The study of the impact of ITIL in IT outsourcing pro- jects, will start by giving the reader an overview about ITIL and IT outsourcing critical suc- cess factors. This thesis is conducted through a cross-sectional study, and information has been obtained through secondary literature. The authors have also conducted a series of in- terviews with IT practitioners and an IT expert. The interviews has been done in a semi- structured way.</p><p>The outcome of this research show that ITIL definitely can have a positive impact on IT outsourcing implementation. A positive effect that has been discovered from this research is that ITIL improved the communication between service providers and customers. These studies also shows that ITIL can serve as a growth enabler by giving structure to compa- nies work activities. On the other hand, organizations should consider ITIL more as guide- lines than a framework. This research also discovered that using ITIL frameworks can make work procedures more complex and time demanding, and due to this, small- to me- dium-sized companies could face more struggle in the implementation phase of ITIL.</p>

This study examined the satisfaction with and use of technology infrastructure by students and faculty across a sample of five universities in the Kingdom of Saudi Arabia. Overall, the findings indicated that both faculty and students were relatively satisfied with the information technology (IT) infrastructure at their respective campuses, although they tend to report satisfaction levels more than faculty or students in the United States. The study also revealed several areas of improvement, including the need for more reliable Wi-Fi networks on campuses and for the use of Learning Management Systems (LMS) and other digital technologies by the instructors. The analysis uncovered disparities in the overall experience of faculty and students with IT between universities located in the capital city and universities outside the capital city.

IT service management is becoming more and more important in the current business environment. Especially the IT Infrastructure Library (ITIL) is a widely adopted and accepted IT service management framework (Wagner 2006). Organizations that adopt one of the IT service management frameworks expect to achieve a large range of benefits through the use of the frameworks. The major benefits that are expected to be realised include reduced costs, IT services that are tailored to the business needs, a higher quality of IT services, and improved customer satisfaction (OGC 2007a). Despite the growing importance and acceptance of IT service management and ITIL, there is not much literature that is concerned with the benefits that can be realised when one of the relevant IT service management frameworks is in place. Only a few studies were published in conference proceedings (e.g. Hochstein et al. 2005, Potgieter et al. 2005, Cater-Steel et al. 2006). Even though these studies were able to confirm some of the claims made by the Office of Government Commerce (OGC), the publisher of the ITIL series, there are still a lot of claims that are not evaluated to date. This thesis is taking a Monte-Carlo method based simulation approach to identify some of the benefits of the ITIL for customer service. To achieve this, an initial research model was developed that represents the four most likely benefits for customer service of the use of ITIL and their relationship with customer service and the generation of business value. Subsequently the different path ways for the relationships were explored and models for each of the possible paths were designed. These models include a mediated model, an unmediated model and a partially mediated model. After defining the estimates and constraints for the simulation, the simulation was executed using a MS Excel spreadsheet. The simulation results presented a large amount of data for each of the models and their relationships. The models produced normal distributions and showed stability for changed input and throughput parameters. The analysis of the findings showed that the changes in estimates for each of the models and the associated results of the simulation followed a linear pattern. The linearity of the models combined with the normal distribution of the results offers a lot of opportunities for the use of the developed models. A further enhancement through a test with real-life data could provide the basis for a tool to quantitatively predict the impact of an ITIL implementation on customer service and the creation of value for the business. In addition the four most likely contributors to improved customer service based on the use of ITIL have been identified from a literature review. The identified contribution towards improved customer service of these four beneficiary factors is supported by the results of the simulation. Therefore the results of this thesis provide the research community with a model that could provide the basis for further exploration of the beneficiary effects of ITIL on customer service.

<p>Dagens samhälle går ifrån att vara industrisamhälle till att vara ett tjänste och servicesamhälle. Så gör även företagens IT-avdelningar som går från att erhålla produkter till att erbjuda tjänster. Många verksamheter har anammat ramverket ITIL (Information Technology Infrastructure Library) för att genomföra denna förändringsprocess och börja tänka och arbeta med tjänster istället för produkter. Men ITIL är bara möjliggöraren för detta</p><p>så det är företaget och personalen själva som måste förändras. Hur upplevs detta införandet av ITIL? Syftet med denna uppsats är att undersöka hur arbetet med ITIL upplevs, hur ITIL är uppbyggt och visa på kopplingen mellan ITIL och systemförvaltning. Genom vår kvalitativa</p><p>undersökning av organisationer som redan börjat implementera ITIL visar att ITIL upplevs som positivt. För många kommer förändringsprocessen att fortsätta även efter att de nu uppsatta målen är nådda. Detta för att ITIL upplevs ge mer struktur, stöd och klart definierade arbetssätt.</p>

Dagens samhälle går ifrån att vara industrisamhälle till att vara ett tjänste och servicesamhälle. Så gör även företagens IT-avdelningar som går från att erhålla produkter till att erbjuda tjänster. Många verksamheter har anammat ramverket ITIL (Information Technology Infrastructure Library) för att genomföra denna förändringsprocess och börja tänka och arbeta med tjänster istället för produkter. Men ITIL är bara möjliggöraren för detta så det är företaget och personalen själva som måste förändras. Hur upplevs detta införandet av ITIL? Syftet med denna uppsats är att undersöka hur arbetet med ITIL upplevs, hur ITIL är uppbyggt och visa på kopplingen mellan ITIL och systemförvaltning. Genom vår kvalitativa undersökning av organisationer som redan börjat implementera ITIL visar att ITIL upplevs som positivt. För många kommer förändringsprocessen att fortsätta även efter att de nu uppsatta målen är nådda. Detta för att ITIL upplevs ge mer struktur, stöd och klart definierade arbetssätt.

IT service management is becoming more and more important in the current business environment. Especially the IT Infrastructure Library (ITIL) is a widely adopted and accepted IT service management framework (Wagner 2006). Organizations that adopt one of the IT service management frameworks expect to achieve a large range of benefits through the use of the frameworks. The major benefits that are expected to be realised include reduced costs, IT services that are tailored to the business needs, a higher quality of IT services, and improved customer satisfaction (OGC 2007a). Despite the growing importance and acceptance of IT service management and ITIL, there is not much literature that is concerned with the benefits that can be realised when one of the relevant IT service management frameworks is in place. Only a few studies were published in conference proceedings (e.g. Hochstein et al. 2005, Potgieter et al. 2005, Cater-Steel et al. 2006). Even though these studies were able to confirm some of the claims made by the Office of Government Commerce (OGC), the publisher of the ITIL series, there are still a lot of claims that are not evaluated to date. This thesis is taking a Monte-Carlo method based simulation approach to identify some of the benefits of the ITIL for customer service. To achieve this, an initial research model was developed that represents the four most likely benefits for customer service of the use of ITIL and their relationship with customer service and the generation of business value. Subsequently the different path ways for the relationships were explored and models for each of the possible paths were designed. These models include a mediated model, an unmediated model and a partially mediated model. After defining the estimates and constraints for the simulation, the simulation was executed using a MS Excel spreadsheet. The simulation results presented a large amount of data for each of the models and their relationships. The models produced normal distributions and showed stability for changed input and throughput parameters. The analysis of the findings showed that the changes in estimates for each of the models and the associated results of the simulation followed a linear pattern. The linearity of the models combined with the normal distribution of the results offers a lot of opportunities for the use of the developed models. A further enhancement through a test with real-life data could provide the basis for a tool to quantitatively predict the impact of an ITIL implementation on customer service and the creation of value for the business. In addition the four most likely contributors to improved customer service based on the use of ITIL have been identified from a literature review. The identified contribution towards improved customer service of these four beneficiary factors is supported by the results of the simulation. Therefore the results of this thesis provide the research community with a model that could provide the basis for further exploration of the beneficiary effects of ITIL on customer service.

The purpose of this thesis is to examine the impact of best practices framework like In- formation Technology Infrastructure Library (ITIL) on IT outsourcing implementation. This thesis will examine the research question: “What are ITIL’s effects on IT Outsourcing implementation?” The goal is to find out whether ITIL is applicable in IT outsourcing project, and if it has a positive or negative impact on it. The study of the impact of ITIL in IT outsourcing pro- jects, will start by giving the reader an overview about ITIL and IT outsourcing critical suc- cess factors. This thesis is conducted through a cross-sectional study, and information has been obtained through secondary literature. The authors have also conducted a series of in- terviews with IT practitioners and an IT expert. The interviews has been done in a semi- structured way. The outcome of this research show that ITIL definitely can have a positive impact on IT outsourcing implementation. A positive effect that has been discovered from this research is that ITIL improved the communication between service providers and customers. These studies also shows that ITIL can serve as a growth enabler by giving structure to compa- nies work activities. On the other hand, organizations should consider ITIL more as guide- lines than a framework. This research also discovered that using ITIL frameworks can make work procedures more complex and time demanding, and due to this, small- to me- dium-sized companies could face more struggle in the implementation phase of ITIL.

This thesis focuses on the issue of ICT innovation in small and medium enterprises in the Czech Republic. The first objective is an analysis of ICT innovations; the second one is a suggestion of criterions suitable for the mapping of ICT performance and the third objective is verification of these suggested criterions in the real enterprise which is DATASYS. Sub-steps that lead to fulfillment of specified main objectives are to clarify characteristic of ICT and related concepts, as well as explanation of BSC management tool and determination its advantages and disadvantages. The last steps in this section are an identification of key trends, the exploration of new ICT technologies and the mapping of the ICT current state in DATASYS. The thesis is divided into two main parts. The first theoretical part illustrates the importance of ICT innovation followed by ICT definition and other related concepts. The third part is devoted to BSC management tool which measures the ICT performance. The last part is a survey of current ICT trends and new ICT technologies. The purpose of the theoretical part is the knowledge of related theory which is reflected in the practical part. The second part is practical and it focuses on the application of theoretical knowledge. First sub-part describes default state of the technology infrastructure in DATASYS. The purpose of the second sub-part is to create BSC concept. Previous theoretical part and default current state are reflected in this BSC concept. The third sub-part is focused on the mapping the ICT performance to identify weaknesses in the company by comparing suggested and real values. The theoretical part of this work is created from all the information and knowledge gainded from scientific literature and research articles. The practical part is formed from the acquired knowledge which is based on theoretical as well as specialized studies.

Submitted by Renata Lopes (renatasil82@gmail.com) on 2018-08-02T17:34:02Z No. of bitstreams: 1 sergioluislimacorrea.pdf: 2831312 bytes, checksum: 6561fc06286d3d5e2ee6d4736aadf79c (MD5) / Approved for entry into archive by Adriana Oliveira (adriana.oliveira@ufjf.edu.br) on 2018-08-02T17:36:11Z (GMT) No. of bitstreams: 1 sergioluislimacorrea.pdf: 2831312 bytes, checksum: 6561fc06286d3d5e2ee6d4736aadf79c (MD5) / Made available in DSpace on 2018-08-02T17:36:11Z (GMT). No. of bitstreams: 1 sergioluislimacorrea.pdf: 2831312 bytes, checksum: 6561fc06286d3d5e2ee6d4736aadf79c (MD5) Previous issue date: 2015-07 / PROQUALI (UFJF) / Sistemas Integrados de Gestão Empresarial, conhecidos como ERP (Enterprise Resource Planning), são desenvolvidos e mantidos pelas IFES (Instituições Federais de Ensino Superior) para o desempenho das atividades que lhes competem, além disso, sua abrangência permite obtenção de informações gerenciais tornando-se valioso recurso estratégico. Recentes orientações dos órgãos de fiscalização e controle governamental, visando o aumento da eficiência, maior produtividade da máquina pública, e redução de custos têm levado as IFES a adotar políticas de governança de TI. Sistemas ERP geralmente são muito abrangentes e caros, por isso seus custos devem ser mensurados, não somente custos de aquisição, mas principalmente custos de manutenção e suporte. Neste sentido, com objetivo de determinar os elementos de custo para mensurar os custos de manutenção e suporte na gestão de sistemas ERP, houve motivação para esta pesquisa sobre a metodologia TCO (Total Cost of Ownership) suportada pelos processos do framework ITIL (Information Technology Infrastructure Library). O presente trabalho, de caráter descritivo, identificou e relacionou, a partir da pesquisa bibliográfica, os elementos de custo mais evidentes no TCO e ITIL. Em seguida, foi aplicado um questionário web, junto a Especialistas em gestão de Sistemas ERP das IFES, visando mapear sua percepção de relevância sobre esses elementos de custo elencados na pesquisa. Os resultados mostram os elementos de custo ordenados por relevância e frequência aplicáveis à manutenção e suporte de sistemas ERP e a contribuição esperada é a de facilitar a mensuração desses custos. / Integrated Systems Management, known as ERP (Enterprise Resource Planning), are developed and maintained by IFES (Federal Institutions of Higher Education) for the performance of activities that concern them, in addition, its scope allows obtaining management information becoming valuable strategic resource. Recent guidelines of the supervisory bodies and government control, aimed at increasing efficiency, higher productivity of public administration, and cost reduction have led IFES to adopt IT governance policies. ERP systems are usually very comprehensive and expensive, so their costs should be measured, not only acquisition costs, but mainly maintenance and support costs. In this regard, in order to determine the cost elements to measure the costs of maintenance and support in managing ERP systems, there was motivation for this research on the TCO methodology (Total Cost of Ownership) supported by ITIL framework processes (Information Technology Infrastructure Library). This work, descriptive, identified and listed from the literature, the most obvious cost elements in TCO and ITIL. Then a web questionnaire was administered, along with experts in ERP systems management of IFES, aiming to map their perception of relevance of these cost factors listed in the survey. The results show the cost elements ordered by relevance and frequency that the maintenance and ERP systems support and the expected contribution is to facilitate the measurement of these costs.