INFORMATION AND COMMUNICATION TECHNOLOGY OUTSOURCING: AN ANALYSIS OF THE VENDORS’ VIEWS

Abstract

This research has the objective of analyze the vendors’ views of ICT (Information and Communication Technology) outsourcing. It embraces organizations of the private sector, located in the State of São Paulo, and that are service providers for more than 15 years. This paper is an exploratory study about outsourcing arrangements, the management models adopted and the difficulties faced by the vendors. The case study method was used and applied in four ITC vendors. Four outsourcing contracts were analyzed in each one of these organizations, totalizing 16 units of analysis. The data were collected through interviews, based on previously elaborated script, and applied to managers and employers that participated or were responsible for the contractual definition and the service management. This paper identifies two new reasons for outsourcing: increase ICT service availability and information assurance. Findings also highlight relations between contract arrangements, management models, and difficulties faced on the relationship. Based on these relations, a framework was developed for analyzing ICT services management.