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It outsourcing improvement: Contractual model of governance and management from customer perspective: Evaluation in an Ecuadorian institution of financial sector

Abstract:

Following a Design Science Research (DSR) approach, this paper presents a model of Governance and Management for IT outsourcing services, from the perspective of specific governance mechanisms, strategic alignment, and management process; this combination is not explicit in the technical literature. The designed model references contractual mechanism of outsourcing, from a customer perspective. The evaluation process is carried out through a case study: applying the model in an Ecuadorian institution of the financial sector, which has chosen to outsource a number of their IT services. For data capture and recording, Participant Observation has used; also, using implementation Critical Success Factors found in technical literature a compliance check is done. The work contributes providing a practical tool for the practitioners, and subsequent expansion of the existing body of knowledge in business process outsourcing, IT related.