Towards a Service Brokering Model for IT Departments

Linda Rodriguez, Oscar Avila

2018

Abstract

The accelerated increase of new IT suppliers and services is allowing organizations to easily access to specialized outsourced services. Consequently, IT departments are increasingly developing fewer IT services and relying more on external providers to satisfy the needs of their customers. This new context requires a change in the IT function, which should move from its traditional role of service builder and operator to a new role of service integrator and broker. However, IT managers do not know in most of the cases which are the capabilities, skills and resources required in the IT area to implement this new role. To cope with this lack, we propose a management model built in two steps: (i) a review of the literature that help us to identify and analyze the current contributions in the IT service brokering area, and (ii) to validate the findings made in the literature review through a focus group with IT professionals and managers. The presented model aims at establishing the basis for a complete approach to help IT organizations to adopt the IT service broker role.

Paper Citation

in Harvard Style

Rodriguez L. and Avila O. (2018). Towards a Service Brokering Model for IT Departments.In - ICE-B, ISBN , pages 0-0. DOI: 10.5220/0006902901820189

in Bibtex Style

@conference{ice-b18,
author={Linda Rodriguez and Oscar Avila},
title={Towards a Service Brokering Model for IT Departments},
booktitle={ - ICE-B,},
year={2018},
pages={},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0006902901820189},
isbn={},
}

in EndNote Style

TY - CONF

JO - - ICE-B,
TI - Towards a Service Brokering Model for IT Departments
SN -
AU - Rodriguez L.
AU - Avila O.
PY - 2018
SP - 0
EP - 0
DO - 10.5220/0006902901820189