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ITO-Tracker a tool for evaluating ITO projects based on critical success factors

Abstract:

Nowadays, the Latin American software industry, as it is mostly represented by Small and Medium Enterprises (SMEs), should focus on improving its service capacity towards high quality, low costs, and timely delivery. Within this context, SMEs providing Information Technology Outsourcing (ITO) services require information that allows to assess and monitor their contractual relationships and the agreements contained therein, considering a set of critical success factors that may vary depending on the type of project addressed. This article is aimed at describing the development of a tool named ITO-Tracker designed for the evaluation of ITO projects oriented to software, hardware, network and databases, based on Critical Success Factors (CSFs). ITO-Tracker offers guidance to the parties involved in the service through regular control and follow-up activities. The methodology used for developing this tool was the iterative and incremental process known as Rational Unified Process (RUP). For this purpose, we documented the development process and results from ITO-Tracker conceptualization, analysis, design and construction. Besides it is presented the evaluation of an ITO project in the software development area using the tool.