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Author:Sandell, Tomi
Title:Major Challenges in the IT Outsourcing Process, the Change Management Point of View
Merkittävimmät haasteet IT ulkoistus prosessissa, muutoksen hallinnan näkökulma
Publication type:Master's thesis
Publication year:2006
Pages:73      Language:   eng
Department/School:Tietotekniikan osasto
Main subject:Telecommunications management   (T-124)
Supervisor:Smeds, Riitta
Instructor:Kekäle, Tauno
OEVS:
Electronic archive copy is available via Aalto Thesis Database.
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Location:P1 Ark Aalto     | Archive
Keywords:IT Outsourcing
change management in IT outsourcing
challenges in the IT outsourcing
governance
IT ulkoistus
muutoksen hallinta IT ulkoistuksessa
haasteet IT ulkoistuksessa
hallintotapa
Abstract (eng): IT outsourcing has attracted academic research communities but still there are shortages in the current IT outsourcing research.
The IT outsourcing process has been revealed as a more complex process than expected and many challenges occur in the IT outsourcing process.
Organizational changes have been researched for a long time and literature concerning change management is wide.
However, change management in IT outsourcing have not been concerned by academic research.
The aim of this study is to review major challenges in the IT outsourcing process and examine if the IT outsourcing process can be supported with the change management theory.

The study consisted of two main parts, theoretical research and interview research.
The study is a constructive research although the main research method is qualitative interview research.
The theoretical part applies the results of two preliminary development cases and reviews the former research of the IT outsourcing process, the change management theory and the challenges of outsourcing.
The interview questionnaire was developed according to results of preliminary cases and former outsourcing literature.
The study applied two constructions in interviews for creating a framework for the IT outsourcing process.
The first construction 'the generic IT outsourcing process' was developed according to the processes of preliminary cases in support with current theory and the second construction 'Synthesis of the change management elements' is based on the change management theory.

This study outlines a list of guidelines for supporting the management of IT outsourcing.
The assessment, contracting, implementation of governance model, communication and HRM process, corporate cultures, customer oriented management and transition project are considered the most challenging factors in IT outsourcing process.
The main result of this study is the framework that describes the IT outsourcing process and its main operational elements in support with change management elements.
Abstract (fin): IT ulkoistus on ollut akateemisen tutkimuksen kiinnostuskohteena, mutta yhä teoriasta löytyy puutteita.
IT ulkoistus prosessi on paljastunut monimutkaisemmaksi prosessiksi kuin osattiin odottaa.
Organisaationalisia muutoksia on tehty jo pitkään ja kirjallisuus muutoksen hallinnasta on laajaa.
Kuitenkaan muutoksenhallinnan näkökulmaan IT ulkoistuksissa ei ole näkyvästi keskitytty akateemisessa tutkimuksessa.
Tutkimuksen tarkoituksena on tarkastella päähaasteita IT ulkoistusprosessi ja selvittää voidaanko IT ulkoistusprosessia tukea muutoksenhallinta teorialla.

Tutkimus koostuu kahdesta pääosasta, teoreettisesta tutkimuksesta ja haastattelututkimuksesta.
Tutkimusote on konstruktiivista, vaikka päätutkimusmenetelmänä käytetään kvalitatiivisia tutkimushaastatteluita.
Teoreettisessa osassa sovelletaan kahden alustavan kehitysprojektin tuloksia ja luodaan katsaus aikaisempaan tutkimukseen IT ulkoistus prosesseista, muutoksen hallinnasta ja ulkoistuksen haasteista.
Haastatteluiden tutkimuskysymykset luodaan alustavien kehitysprojektien ja teorian pohjalta.
Tutkimus soveltaa kahta konstruktiota haastatteluissa, joiden pohjalta luodaan viitekehysmalli IT ulkoistusprosessille.
Ensimmäinen konstruktio "yleinen IT ulkoistusprosessi" kehitetään alustavien projektien ulkoistusprosessien ja teorian pohjalta.
Toinen konstruktio "synteesi muutoksen hallinta mallien elementeistä" kehitetään muutoksen hallinta -teorian pohjalta.

Tutkimus luo listan ohjenuoria tukemaan IT ulkoistuksen johtamista.
Alustava määrittely/laskelma, sopimuspohjan rakentaminen, hallintotavan toteutus, kommunikaatio ja henkilöstöresurssien -prosessit, organisaatioiden väliset kulttuurit, asiakaslähtöinen johtaminen ja muutosprojektit todettiin haasteellisimmiksi tekijöiksi IT ulkoistusprosessissa.
Tutkimuksen päätuloksena syntyi viitekehysmalli, joka kuvaa IT ulkoistusprosessin, sen operaationaliset elementit, sekä tukee prosessia muutoksenhallinnan elementeillä.
ED:2006-07-13
INSSI record number: 32191
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