Measurement Tools of the Maturity Model for IT Service Outsourcing in Higher Education Institutions
Nowadays, the successful implementation of ICTs is
vital for almost any kind of organization. Good governance and ICT
management are essential for delivering value, managing
technological risks, managing resources and performance
measurement. In addition, outsourcing is a strategic IT service
solution which complements IT services provided internally in
organizations. This paper proposes the measurement tools of a new
holistic maturity model based on standards ISO/IEC 20000 and
ISO/IEC 38500, and the frameworks and best practices of ITIL and
COBIT, with a specific focus on IT outsourcing. These measurement
tools allow independent validation and practical application in the
field of higher education, using a questionnaire, metrics tables, and
continuous improvement plan tables as part of the measurement
process. Guidelines and standards are proposed in the model for
facilitating adaptation to universities and achieving excellence in the
outsourcing of IT services.
[1] O. Adelakun, “IT Outsourcing Maturity Model.” in Proceedings of the
12th European conference on Information Systems, (ECIS) Turku
Finland (2004).
[2] E. Beulen, P. Ribbers, “Managing complex IT outsourcingpartnerships,”
in Proceedings of the 35th Annual Hawaii International
Conference on System Sciences, 7-10 Jan 2002, vol., no., pp.10 pp., doi:
10.1109/HICSS.2002.994424 (2002).
[3] T. Dahlberg, P. Lahdelma, “IT Governance Maturity and IT Outsourcing
Degree: An Exploratory Study,” in the 40th Annual Hawaii International
Conference on System Sciences, Jan. 2007, vol., no., pp.236a,236a, doi:
10.1109/HICSS.2007.306 (2007).
[4] A.M. Fairchild, “Information technology outsourcing (ITO) governance:
an examination of the outsourcing management maturity model,” in
Proceedings of the 37th Annual Hawaii International Conference on
System Sciences, 5-8 Jan. 2004, vol., no., pp. 8 pp., doi:
10.1109/HICSS.2004.1265565 (2004).
[5] Fan Jing Meng, Xiao Yang He, Yang, S.X., Peng Ji, “A Unified
Framework for Outsourcing Governance,” in the 9th IEEE International
Conference on E-Commerce Technology, and in the 4th IEEE
International Conference on Enterprise Computing, E-Commerce, and
E-Services, CEC/EEE 2007, vol., no., pp. 367, 374, doi: 10.1109/CECEEE.
2007.16 (2007).
[6] E. Fernández, “UNiTIL: Gobierno y Gestión del TIC basado en ITIL” in
III Congreso Interacadémico 2008 / itSMF España. Last Access on 5th
Sept 2011 at http://www.uc3m.es/portal/page/portal/ congresos_
jornadas/congreso_itsmf/UNiTIL%20Gobierno%20y%20Gestion%20de
%20TIC%20basado%20en%20ITIL.pdf
[7] P. Gottschalk, H. Solli-Saether, “Critical success factors from IT
outsourcing theories: an empirical study,” Industrial Management &
Data Systems, Vol. 105 Nos 5/6, pp. 685-702, (2005).
[8] P. Gottschalk, H. Solli-Sæther, “Maturity Model for IT Outsourcing
Relationships,” Industrial Management & Data Systems, Vol. 106 Iss: 2,
pp. 200 – 212 (2006).
[9] T.P. Herz, F. Hamel, F. Uebernickel, W. Brenner, “Towards a
Multisourcing Maturity Model as an Instrument of IT Governance at a
Multinational Enterprise,” in the 44th Hawaii International Conference
on System Sciences, Jan. 2011, vol., no., pp.1,10, 4-7, doi:
10.1109/HICSS.2011.448 (2011).
[10] ITGI, Last access on 26th June 2013 at http://www.itgi.org/
[11] K. Lyytinen, “Penetration of Information Technology in Organizations,”
Scandinavian Journal of Information Systems, 3, 87–109 (1991).
[12] R. Mobarhan, A.A. Rahman, M. Majidi, “Outsourcing management
framework based on ITIL v3 framework,” in the 7th International
Conference on Information Technology in Asia (CITA 11), July 2011,
vol., no., pp.1,5, 12-13, doi: 10.1109/CITA.2011.5999536 (2011).
[13] Ning Su, N. Levina, “Global Multisourcing Strategy: Integrating
Learning From Manufacturing Into IT Service Outsourcing,” IEEE
Transactions on Engineering Management, Nov. 2011, vol.58, no.4,
pp.717-729, doi: 10.1109/TEM.2010.2090733 (2011).
[14] R.L. Nolan, “Managing the computer resource: a stage hypothesis,”
Communications of the ACM, 16 (7). 399, doi: 10.1145/362280.362284
(1973).
[15] N. Patel, “Emergent Forms of IT Governance to Support Global
eBusiness Models,” Journal of Information Technology Theory and
Application (JITTA), 4 (2), Article 5, 2002, Last access on 19th January
2014 at http://aisel.aisnet.org/jitta/vol4/iss2/5
[16] C. Schwarz, “Toward an understanding of the nature and
conceptualization of outsourcing success,” Information & Management,
51(1), pp. 152-164 (2014).
[17] S.H. Teo Thompson, Anol Bhattacherjee, “Knowledge transfer and
utilization in IT outsourcing partnerships: A preliminary model of
antecedents and outcomes,” Information & Management, 51(2), pp. 177-
186 (2014).
[18] R. Yanosky, J. Borreson Caruso, “Process and Politics: IT Governance
in Higher Education,” ECAR Key Findings, EDUCASE, 2008, Last
Access on 6th March 2013 at http://net.educause.edu/ir/library/
pdf/ekf/EKF0805.pdf
[19] R. Yanosky, J. McCredie, “IT Governance: Solid Structures and
Practical Politics,” ECAR Symposium, Boca Ratón, Florida (2007).
[1] O. Adelakun, “IT Outsourcing Maturity Model.” in Proceedings of the
12th European conference on Information Systems, (ECIS) Turku
Finland (2004).
[2] E. Beulen, P. Ribbers, “Managing complex IT outsourcingpartnerships,”
in Proceedings of the 35th Annual Hawaii International
Conference on System Sciences, 7-10 Jan 2002, vol., no., pp.10 pp., doi:
10.1109/HICSS.2002.994424 (2002).
[3] T. Dahlberg, P. Lahdelma, “IT Governance Maturity and IT Outsourcing
Degree: An Exploratory Study,” in the 40th Annual Hawaii International
Conference on System Sciences, Jan. 2007, vol., no., pp.236a,236a, doi:
10.1109/HICSS.2007.306 (2007).
[4] A.M. Fairchild, “Information technology outsourcing (ITO) governance:
an examination of the outsourcing management maturity model,” in
Proceedings of the 37th Annual Hawaii International Conference on
System Sciences, 5-8 Jan. 2004, vol., no., pp. 8 pp., doi:
10.1109/HICSS.2004.1265565 (2004).
[5] Fan Jing Meng, Xiao Yang He, Yang, S.X., Peng Ji, “A Unified
Framework for Outsourcing Governance,” in the 9th IEEE International
Conference on E-Commerce Technology, and in the 4th IEEE
International Conference on Enterprise Computing, E-Commerce, and
E-Services, CEC/EEE 2007, vol., no., pp. 367, 374, doi: 10.1109/CECEEE.
2007.16 (2007).
[6] E. Fernández, “UNiTIL: Gobierno y Gestión del TIC basado en ITIL” in
III Congreso Interacadémico 2008 / itSMF España. Last Access on 5th
Sept 2011 at http://www.uc3m.es/portal/page/portal/ congresos_
jornadas/congreso_itsmf/UNiTIL%20Gobierno%20y%20Gestion%20de
%20TIC%20basado%20en%20ITIL.pdf
[7] P. Gottschalk, H. Solli-Saether, “Critical success factors from IT
outsourcing theories: an empirical study,” Industrial Management &
Data Systems, Vol. 105 Nos 5/6, pp. 685-702, (2005).
[8] P. Gottschalk, H. Solli-Sæther, “Maturity Model for IT Outsourcing
Relationships,” Industrial Management & Data Systems, Vol. 106 Iss: 2,
pp. 200 – 212 (2006).
[9] T.P. Herz, F. Hamel, F. Uebernickel, W. Brenner, “Towards a
Multisourcing Maturity Model as an Instrument of IT Governance at a
Multinational Enterprise,” in the 44th Hawaii International Conference
on System Sciences, Jan. 2011, vol., no., pp.1,10, 4-7, doi:
10.1109/HICSS.2011.448 (2011).
[10] ITGI, Last access on 26th June 2013 at http://www.itgi.org/
[11] K. Lyytinen, “Penetration of Information Technology in Organizations,”
Scandinavian Journal of Information Systems, 3, 87–109 (1991).
[12] R. Mobarhan, A.A. Rahman, M. Majidi, “Outsourcing management
framework based on ITIL v3 framework,” in the 7th International
Conference on Information Technology in Asia (CITA 11), July 2011,
vol., no., pp.1,5, 12-13, doi: 10.1109/CITA.2011.5999536 (2011).
[13] Ning Su, N. Levina, “Global Multisourcing Strategy: Integrating
Learning From Manufacturing Into IT Service Outsourcing,” IEEE
Transactions on Engineering Management, Nov. 2011, vol.58, no.4,
pp.717-729, doi: 10.1109/TEM.2010.2090733 (2011).
[14] R.L. Nolan, “Managing the computer resource: a stage hypothesis,”
Communications of the ACM, 16 (7). 399, doi: 10.1145/362280.362284
(1973).
[15] N. Patel, “Emergent Forms of IT Governance to Support Global
eBusiness Models,” Journal of Information Technology Theory and
Application (JITTA), 4 (2), Article 5, 2002, Last access on 19th January
2014 at http://aisel.aisnet.org/jitta/vol4/iss2/5
[16] C. Schwarz, “Toward an understanding of the nature and
conceptualization of outsourcing success,” Information & Management,
51(1), pp. 152-164 (2014).
[17] S.H. Teo Thompson, Anol Bhattacherjee, “Knowledge transfer and
utilization in IT outsourcing partnerships: A preliminary model of
antecedents and outcomes,” Information & Management, 51(2), pp. 177-
186 (2014).
[18] R. Yanosky, J. Borreson Caruso, “Process and Politics: IT Governance
in Higher Education,” ECAR Key Findings, EDUCASE, 2008, Last
Access on 6th March 2013 at http://net.educause.edu/ir/library/
pdf/ekf/EKF0805.pdf
[19] R. Yanosky, J. McCredie, “IT Governance: Solid Structures and
Practical Politics,” ECAR Symposium, Boca Ratón, Florida (2007).
@article{"International Journal of Business, Human and Social Sciences:68847", author = "Victoriano Valencia García and Luis Usero Aragonés and Eugenio J. Fernández Vicente", title = "Measurement Tools of the Maturity Model for IT Service Outsourcing in Higher Education Institutions", abstract = "Nowadays, the successful implementation of ICTs is
vital for almost any kind of organization. Good governance and ICT
management are essential for delivering value, managing
technological risks, managing resources and performance
measurement. In addition, outsourcing is a strategic IT service
solution which complements IT services provided internally in
organizations. This paper proposes the measurement tools of a new
holistic maturity model based on standards ISO/IEC 20000 and
ISO/IEC 38500, and the frameworks and best practices of ITIL and
COBIT, with a specific focus on IT outsourcing. These measurement
tools allow independent validation and practical application in the
field of higher education, using a questionnaire, metrics tables, and
continuous improvement plan tables as part of the measurement
process. Guidelines and standards are proposed in the model for
facilitating adaptation to universities and achieving excellence in the
outsourcing of IT services.
", keywords = "IT Governance, IT Management, IT Services,
Maturity Model, Measurement Tools, Outsourcing.", volume = "9", number = "1", pages = "205-9", }
