Outsourcing IT Services and service level agreements in South Africa's retail sector

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dc.contributor.advisorJohnston, Kevinen_ZA
dc.contributor.authorCharles, Lowellen_ZA
dc.date.accessioned2014-08-29T12:44:16Z
dc.date.available2014-08-29T12:44:16Z
dc.date.issued2004en_ZA
dc.descriptionBibliography: leaves 81-88.en_ZA
dc.description.abstractThis research project is an attempt at examining the state of outsourcing IT services and the use of Service Level Agreements (SLAs) amongst the large retailers of South Africa. Questionnaires were sent to all the large retailers, and various respondents from these organisations provided information regarding their involvement with outsourcing IT services and experience with the use of SLAs. The hypotheses for this research aimed to investigate the following; • Which IT services were outsourced, and which were most likely to be outsourced amongst large South African retailers; • Whether outsourcing IT services has given South African retailers a competitive advantage; • Whether SLAs have been used in conjunction with outsourcing IT Services; and • What changes should be made to SLAs to make them more useful when outsourcing IT Services. The findings from this research suggest that 94% of the large retailers in South Africa were involved in outsourcing parts of their IT services. These services were mainly deployment and management of networks, application development and systems maintenance, and support/helpdesk services. Thirty six percent of respondents believed outsourcing had given them a slight competitive edge, while 6% had experienced a substantial competitive advantage. Furthermore, more than 50% of the large retailers used Service Level Agreements (SLAs) when outsourcing their IT services. The most significant change suggested for SLAs is to have better measurement metrics, so as to provide a clearer understanding of what services has been performed by the parties involved.en_ZA
dc.identifier.apacitationCharles, L. (2004). <i>Outsourcing IT Services and service level agreements in South Africa's retail sector</i>. (Thesis). University of Cape Town ,Faculty of Commerce ,Department of Information Systems. Retrieved from http://hdl.handle.net/11427/6758en_ZA
dc.identifier.chicagocitationCharles, Lowell. <i>"Outsourcing IT Services and service level agreements in South Africa's retail sector."</i> Thesis., University of Cape Town ,Faculty of Commerce ,Department of Information Systems, 2004. http://hdl.handle.net/11427/6758en_ZA
dc.identifier.citationCharles, L. 2004. Outsourcing IT Services and service level agreements in South Africa's retail sector. University of Cape Town.en_ZA
dc.identifier.ris TY - Thesis / Dissertation AU - Charles, Lowell AB - This research project is an attempt at examining the state of outsourcing IT services and the use of Service Level Agreements (SLAs) amongst the large retailers of South Africa. Questionnaires were sent to all the large retailers, and various respondents from these organisations provided information regarding their involvement with outsourcing IT services and experience with the use of SLAs. The hypotheses for this research aimed to investigate the following; • Which IT services were outsourced, and which were most likely to be outsourced amongst large South African retailers; • Whether outsourcing IT services has given South African retailers a competitive advantage; • Whether SLAs have been used in conjunction with outsourcing IT Services; and • What changes should be made to SLAs to make them more useful when outsourcing IT Services. The findings from this research suggest that 94% of the large retailers in South Africa were involved in outsourcing parts of their IT services. These services were mainly deployment and management of networks, application development and systems maintenance, and support/helpdesk services. Thirty six percent of respondents believed outsourcing had given them a slight competitive edge, while 6% had experienced a substantial competitive advantage. Furthermore, more than 50% of the large retailers used Service Level Agreements (SLAs) when outsourcing their IT services. The most significant change suggested for SLAs is to have better measurement metrics, so as to provide a clearer understanding of what services has been performed by the parties involved. DA - 2004 DB - OpenUCT DP - University of Cape Town LK - https://open.uct.ac.za PB - University of Cape Town PY - 2004 T1 - Outsourcing IT Services and service level agreements in South Africa's retail sector TI - Outsourcing IT Services and service level agreements in South Africa's retail sector UR - http://hdl.handle.net/11427/6758 ER - en_ZA
dc.identifier.urihttp://hdl.handle.net/11427/6758
dc.identifier.vancouvercitationCharles L. Outsourcing IT Services and service level agreements in South Africa's retail sector. [Thesis]. University of Cape Town ,Faculty of Commerce ,Department of Information Systems, 2004 [cited yyyy month dd]. Available from: http://hdl.handle.net/11427/6758en_ZA
dc.language.isoeng
dc.publisher.departmentDepartment of Information Systemsen_ZA
dc.publisher.facultyFaculty of Commerceen_ZA
dc.publisher.institutionUniversity of Cape Town
dc.subject.otherEconomicsen_ZA
dc.titleOutsourcing IT Services and service level agreements in South Africa's retail sectoren_ZA
dc.typeThesis
uct.type.filetypeText
uct.type.publicationResearchen_ZA
uct.type.resourceThesisen_ZA
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