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Managing IT as a Portfolio of Services

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  • Peppard, Joe

Abstract

Despite findings from research that the engagement and involvement of business managers and users is a critical ingredient for success with information technology, for many organisations this has proven difficult to achieve. By adopting a service orientation and managing IT as a portfolio of services, this paper illustrates that it provides a language and perspective that all employees can identify with and understand. It highlights the critical role that employees at all levels play in the delivery of services in and around the processing, provisioning and stewardship of information. The paper presents a number of frameworks and models to guide management action. The discussion also raises particular issues to consider when outsourcing. The concluding analysis is that with this required involvement of business management in the delivery of many services, the IT organisation is primarily the organisation, and not a separate function.

Suggested Citation

  • Peppard, Joe, 2003. "Managing IT as a Portfolio of Services," European Management Journal, Elsevier, vol. 21(4), pages 467-483, August.
    • Handle: RePEc:eee:eurman:v:21:y:2003:i:4:p:467-483
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    Citations

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    Cited by:

    1. Danilo M. Marchiori & Emerson W. Mainardes & Ricardo G. Rodrigues, 2018. "Validation of the ISS-QUAL and the role of gender, age and education on it service quality in the public sector," Information Technology and Management, Springer, vol. 19(4), pages 217-230, December.
    2. Wang, Jing, 2012. "Survival factors for Free Open Source Software projects: A multi-stage perspective," European Management Journal, Elsevier, vol. 30(4), pages 352-371.
    3. Theresa Eckert & Stefan Hüsig, 2022. "Innovation portfolio management: a systematic review and research agenda in regards to digital service innovations," Management Review Quarterly, Springer, vol. 72(1), pages 187-230, February.
    4. Demirkan, Haluk & Spohrer, Jim, 2014. "Developing a framework to improve virtual shopping in digital malls with intelligent self-service systems," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 860-868.

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