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Analysis of outsourcing information technology operations : a case of a South African parastatal

M. Tech. Business Information Systems, Tshwane University of Technology, 2011. / This dissertation addresses the outsourcing of information technology operations - where outsourcing was defined as a strategic use of external service providers to undertake the activities that are done by the internal employees. In this study, IT outsourcing activities included the transferring of IT services such as the service desk, IT applications and the management of networks and servers to an external IT service provider who then performs the activities. Outsourcing does not always happen seamlessly. In other words, there are often challenges and issues that manifest during the outsourcing period, both from the side of the company outsourcing and the one providing the service. This dissertation argues that by making use of the well-managed service level agreement, organization can subsequently manage the environment, improve the processes and be able to evaluate the desired outsourcing success and performance. Using a South African parastatal as a case study, the study analysed how outsourcing of IT operations can be done in order for the organization to realise and understand the value of outsourcing IT operations.
Date January 2011
CreatorsThongoane, Josina Metja
ContributorsKekwaletswe, Ray M.
Source SetsSouth African National ETD Portal
Detected LanguageEnglish
Rights© 2011 Tshwane University of Technology

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