A Case Analysis to Improve the Application Maintenance and Support Outsourcing of a National Airline
The reliance on outsourcing as a means of providing IT services has been growing steadily over the past decade. There have been numerous academic articles dedicated to IT outsourcing in general. This research seeks to fill the gap by providing insights to a less explored scope of IT activity outsou...
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| Format: | Dissertation (University of Nottingham only) |
| Language: | English |
| Published: |
2009
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| Online Access: | https://eprints.nottingham.ac.uk/23375/ |
| Summary: | The reliance on outsourcing as a means of providing IT services has been growing steadily over the past decade. There have been numerous academic articles dedicated to IT outsourcing in general. This research seeks to fill the gap by providing insights to a less explored scope of IT activity outsourced - application maintenance and support (AMS); specifically, the post-contract management of AMS outsourcing. It is during this building block of management that success is ultimately determined.
This study takes the perspective of the client and provides management insights into a framework for successful AMS outsourcing.
Report has revealed that several outsourcing clients are reviewing their contracts to improve efficiency and costs to weather the recent global economic storm. The “AMS outsourcing framework for success” constructed in this study is applied on a case study of an Asian airline which has adopted AMS outsourcing for nine years and has not performed any review on this outsourcing. The objective is to help the airline identify the problems and shortcomings of its AMS outsourcing and provide recommendations to address them so as to attain a successful AMS outsourcing. |
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