Knowledge Transfer in IT Service Provider Transition

Emilie de Morais, Geovanni de Jesus, Rejane Figueiredo, Elaine Venson, Rafael Queiroz

2017

Abstract

Although outsourcing Information Technology (IT) services brings benefits, it might cause loss of knowledge and dependency of the contractor in relation to the service providers. When a transition occurs between providers, knowledge sharing is essential for the contractor and to the new contracted. This paper presents the proposal, execution and evaluation of a knowledge transfer process to the transition phase of a contract. A case study was conducted in a Brazilian Federal Government Organization during a contractual transition. Data collected from two projects allowed the evaluation of the proposed process. It was observed that the training activities performed, and the granting of access to process information and to the services to be transferred were essential to an effective knowledge transfer. Although this work is a study of a single case, it was observed that the process could be generalized to service provider transitions involving contracting organizations of IT services.

Paper Citation

in Harvard Style

de Morais E., de Jesus G., Figueiredo R., Venson E. and Queiroz R. (2017). Knowledge Transfer in IT Service Provider Transition . In Proceedings of the 19th International Conference on Enterprise Information Systems - Volume 2: ICEIS, ISBN 978-989-758-248-6, pages 426-433. DOI: 10.5220/0006335104260433

in Bibtex Style

@conference{iceis17,
author={Emilie de Morais and Geovanni de Jesus and Rejane Figueiredo and Elaine Venson and Rafael Queiroz},
title={Knowledge Transfer in IT Service Provider Transition},
booktitle={Proceedings of the 19th International Conference on Enterprise Information Systems - Volume 2: ICEIS,},
year={2017},
pages={426-433},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0006335104260433},
isbn={978-989-758-248-6},
}

in EndNote Style

TY - CONF
JO - Proceedings of the 19th International Conference on Enterprise Information Systems - Volume 2: ICEIS,
TI - Knowledge Transfer in IT Service Provider Transition
SN - 978-989-758-248-6
AU - de Morais E.
AU - de Jesus G.
AU - Figueiredo R.
AU - Venson E.
AU - Queiroz R.
PY - 2017
SP - 426
EP - 433
DO - 10.5220/0006335104260433