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Abstract

This research analyzes the ICT (Information and Communications Technology) outsourcing over time, from the suppliers’ point of view. It covers Brazilians private sector organizations that have been in the market for over 20 years. It represents an exploratory study addressing the reasons for outsourcing, the characteristics of the contractual arrangements and the difficulties faced by suppliers in providing the service. It uses the multiple case study method, which was applied to six ICT services providers. Four outsourced services were evaluated for each provider, totaling 24 units of analysis. Data were collected through interviews with professionals directly involved in the contractual definition and management of the service.

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