The Challenges in Managing Information Technology Shared Services Operations
Siti Mariam Shahar1, Nurhizam Safie Mohd Satar2, Khairul Azmi Abu Bakar3
1Siti Mariam Shahar, Research Center for Software Technology and Management (SOFTAM), Universiti Kebangsaan Malaysia, Bangi Selangor, Malaysia.
2Nurhizam Safie Mohd Satar, Research Center for Software Technology and Management (SOFTAM), Universiti Kebangsaan Malaysia, Bangi Selangor, Malaysia.
3Khairul Azmi Abu Bakar, Research Center for Software Technology and Management (SOFTAM), Universiti Kebangsaan Malaysia, Bangi Selangor, Malaysia.
Manuscript received on 14 June 2019 | Revised Manuscript received on 10 July 2019 | Manuscript Published on 17 July 2019 | PP: 322-328 | Volume-8 Issue-1C2 May 2019 | Retrieval Number: A10520581C219/2019©BEIESP
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: The IT shared services initiatives support the 4th Industrial Revolution. The services are also measured to determine the e-government ranking. Sharing services is one of the strategic management options for reducing redundancy in operations, which can be very effective for organizations in the public or private sector. The organization unit or department running the services is called a Shared Services Organization (SSO) or Shared Service Centre (SSC). The SSO responsible for managing other organization subunit. Sharing service is also one of an alternative to outsourcing as it able to reduce costs by sharing functions across organization. The services must be managed efficiently to ensure customer satisfaction. This paper focuses on identifying SSO challenges in managing IT shared services in Public Sector. A literature review on shared services and intensive interviews with three types of IT project team responsible for sharing services in an SSO were performed. We identified eight challenges faced by the SSO: (1) meeting customer expectations, (2) standardization (IT, process, people), (3) communications, (4) struggle for resources, (5) new technology demand, (6) utilization and optimization of IT resources, (7) skills improvement and (8) contract management. Identifying the challenges contributes to a clear understanding of the real issues faced by an SSO.
Keywords: IT Shared Services, IT Service Management, Shared Service.
Scope of the Article: Information Retrieval