Service Desk (SD) is one of the most commonly outsourced ICT functions. It provides advantages such as cost reduction and access to specialized services, but it also poses challenges such as coordinating knowledge between the supplier and the customer. Using a multi-method approach, this research-in-progress study unravels the mechanisms utilized for such coordination by a large South American company specialized in the outsourcing of ICT services such as SD. The analysis of interviews with teams of three of this company’s customers uncovers four groups of knowledge coordination mechanisms that correspond to the four knowledge related capabilities proposed in the absorptive capacity literature (group names in brackets): acquisition (establishing a relationship with the customer), assimilation (building a sound base), transformation (operating across teams), and exploitation (enhancing practices). Moreover, the mechanisms inside those groups can be classified mostly in three of the four modes of knowledge sharing: socialization, externalization, and combination.
Herrera, Andrea; Camacho, Sonia; and Siza-Correa, Sebastián, "Knowledge coordination in global sourced projects: the case of a service desk provider" (2018). PACIS 2018 Proceedings. 83.