Affiliated Organization

Proceedings of SIGSVC Workshop


IT units are often perceived as ineffective by other business units who, as a result, often choose to obtain services from external providers. In an effort to remain competitive, many IT units are turning to a shared service model, wherein they are operated like an independent company, maintaining transparent costs and constructing formal service level agreements. However, divergent requirements and continuous change requests of customers limit the ability to achieve the economies of scale enjoyed by external service providers. Given these pressures how can an IT unit compose services that are adaptive to customer needs, yet still achieve economies of scale? Based on an exploratory case study of an organization (Public_IT) which has undergone a shared services transformation, we elaborate an analysis of how such services become aligned with end-user needs through three phases necessary to achieve process repeatability.