IDEAS home Printed from https://ideas.repec.org/p/msm/wpaper/2013-04.html
   My bibliography  Save this paper

From Fragmented to Integrated IT Service Delivery: Identifying Coordinating Challenges

Author

Listed:
  • Albert Plugge

    (Faculty of Technology, Policy and Management, Delft University of Technology, The Netherlands)

  • Jacques Brook

    (Faculty of Strategy, Marketing and International Business, Maastricht School of Management, The Netherlands)

Abstract

Previous research identified that the delivery of integrated IT services requires intensive coordination. The aim of this research is to create a deeper understanding in how a vendor coordinates the delivery of integrated IT services to their clients as part of an outsourcing arrangement. This paper presents the results from an explorative empirical study, based on four vendors in the field of IT outsourcing. Our findings are twofold. First, as vendor organisations can be characterised as highly fragmented monolithic systems, our study reveals that the coordination process within and between units and subunits often results in a struggle to deliver integrated IT services. Secondly, we found that all vendors under study organised the orchestration role within their Delivery organization. More specifically, the unit that is most involved in the delivery of integrated IT services is responsible for the coordination activities. Since the topic of coordination from the perspective of vendors has hardly been researched, our research aims to contribute by partly filling this gap.

Suggested Citation

  • Albert Plugge & Jacques Brook, 2013. "From Fragmented to Integrated IT Service Delivery: Identifying Coordinating Challenges," Working Papers 2013/04, Maastricht School of Management.
    • Handle: RePEc:msm:wpaper:2013/04
    as

    Download full text from publisher

    File URL: http://web2.msm.nl/RePEc/msm/wpaper/MSM-WP2013-04.pdf
    File Function: First version, 2013
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Ranjay Gulati & Paul R. Lawrence & Phanish Puranam, 2005. "Adaptation in vertical relationships: beyond incentive conflict," Strategic Management Journal, Wiley Blackwell, vol. 26(5), pages 415-440, May.
    2. Wanda J. Orlikowski & C. Suzanne Iacono, 2001. "Research Commentary: Desperately Seeking the “IT” in IT Research—A Call to Theorizing the IT Artifact," Information Systems Research, INFORMS, vol. 12(2), pages 121-134, June.
    3. Thomas W. Malone & Kevin Crowston & Jintae Lee & Brian Pentland & Chrysanthos Dellarocas & George Wyner & John Quimby & Charles S. Osborn & Abraham Bernstein & George Herman & Mark Klein & Elissa O'Do, 1999. "Tools for Inventing Organizations: Toward a Handbook of Organizational Processes," Management Science, INFORMS, vol. 45(3), pages 425-443, March.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Eric Overby, 2008. "Process Virtualization Theory and the Impact of Information Technology," Organization Science, INFORMS, vol. 19(2), pages 277-291, April.
    2. Gustaf Neumann & Stefan Sobernig & Michael Aram, 2014. "Evolutionary Business Information Systems," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 6(1), pages 33-38, February.
    3. David Tilson & Kalle Lyytinen & Carsten Sørensen, 2010. "Research Commentary ---Digital Infrastructures: The Missing IS Research Agenda," Information Systems Research, INFORMS, vol. 21(4), pages 748-759, December.
    4. M. Meuleman & S. Manigart & A. Lockett & M. Wright, 2006. "Transaction costs, behavioral uncertainty and the formation of interfirm cooperations: Syndication in the UK private equity market," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 06/359, Ghent University, Faculty of Economics and Business Administration.
    5. Cannavale, Chiara & Esempio, Anna & Ferretti, Marco, 2021. "Up- and down- alliances: A systematic literature review," International Business Review, Elsevier, vol. 30(5).
    6. Ogulin, R. & Selen, W. & Ashayeri, J., 2010. "Determinants of Informal Coordination in Networked Supply Chains," Discussion Paper 2010-133, Tilburg University, Center for Economic Research.
    7. repec:dau:papers:123456789/4907 is not listed on IDEAS
    8. Martino, Gaetano & Frascarelli, Angelo, . "Adaptation in Food Networks: Theoretical Framework and Empirical Evidences," International Journal on Food System Dynamics, International Center for Management, Communication, and Research, vol. 4(1), pages 1-14.
    9. Beth A. Bechky, 2006. "Gaffers, Gofers, and Grips: Role-Based Coordination in Temporary Organizations," Organization Science, INFORMS, vol. 17(1), pages 3-21, February.
    10. Henri Barki & Alain Pinsonneault, 2005. "A Model of Organizational Integration, Implementation Effort, and Performance," Organization Science, INFORMS, vol. 16(2), pages 165-179, April.
    11. Sara Moussawi & Marios Koufaris & Raquel Benbunan-Fich, 2021. "How perceptions of intelligence and anthropomorphism affect adoption of personal intelligent agents," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(2), pages 343-364, June.
    12. Kolloch, Michael & Dellermann, Dominik, 2018. "Digital innovation in the energy industry: The impact of controversies on the evolution of innovation ecosystems," Technological Forecasting and Social Change, Elsevier, vol. 136(C), pages 254-264.
    13. Lucía Muñoz-Pascual & Carla Curado & Jesús Galende, 2021. "Fuzzy Set Qualitative Comparative Analysis on the Adoption of Environmental Practices: Exploring Technological- and Human-Resource-Based Contributions," Mathematics, MDPI, vol. 9(13), pages 1-21, July.
    14. Koichi Terai & Masahiko Sawai & Naoki Sugiura & Noriaki Izumi & Takahira Yamaguchi, 2002. "Business process semi‐automation based on business model management," Intelligent Systems in Accounting, Finance and Management, John Wiley & Sons, Ltd., vol. 11(4), pages 215-234, October.
    15. Phanish Puranam & Harbir Singh & Saikat Chaudhuri, 2009. "Integrating Acquired Capabilities: When Structural Integration Is (Un)necessary," Organization Science, INFORMS, vol. 20(2), pages 313-328, April.
    16. Stephen Guisinger, 2001. "From OLI to OLMA: Incorporating Higher Levels of Environmental and Structural Complexity into the Eclectic Paradigm," International Journal of the Economics of Business, Taylor & Francis Journals, vol. 8(2), pages 257-272.
    17. Thomas Mellewigt & Glenn Hoetker & Martina Lütkewitte, 2018. "Avoiding High Opportunism Is Easy, Achieving Low Opportunism Is Not: A QCA Study on Curbing Opportunism in Buyer–Supplier Relationships," Organization Science, INFORMS, vol. 29(6), pages 1208-1208, December.
    18. Daniel D. Zeng & J. Leon Zhao, 2005. "Effective Role Resolution in Workflow Management," INFORMS Journal on Computing, INFORMS, vol. 17(3), pages 374-387, August.
    19. Martino, Gaetano & Frascarelli, Angelo, 2012. "Adaptation in Food Networks: Theoretical Frame Work and Empirical Evidences," 2012 International European Forum, February 13-17, 2012, Innsbruck-Igls, Austria 144981, International European Forum on System Dynamics and Innovation in Food Networks.
    20. Ranjay Gulati & Maxim Sytch, 2008. "Does familiarity breed trust? Revisiting the antecedents of trust," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 29(2-3), pages 165-190.
    21. Sarv Devaraj & Ming Fan & Rajiv Kohli, 2002. "Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics," Information Systems Research, INFORMS, vol. 13(3), pages 316-333, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:msm:wpaper:2013/04. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Maud de By (email available below). General contact details of provider: https://edirc.repec.org/data/msmmmnl.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.