Hidden Cost Drivers in IT Outsourcing Projects
Qualified resources are the key success factor of companies’ todays and future IT considering new technologies, processes as well as the internet of things (IoT). Several different service providers on the market offer a variety of IT services, but it is quite difficult to objectively assess the offered skills and service quality. Based on a real case this paper analyses different supplier characteristics and metadata to identify potential hidden cost drivers and service quality indicators in IT outsourcing projects.
Table of contents
- 1. Introduction
- 2. Comparison of supplier characteristics
- 3. Where to get the data from? – a metadata analysis of communication items created during the IT service delivery process
- 4. Conclusion
- 5. Outlook
- 6. References
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