Knowledge Sharing Challenges in Subsidiary-to-Subsidiary IT Infrastructure Outsourcing: A Case Study on a Financial Services Provider

EasyChair Preprint 4234

Abstract

While prior studies have focused on information technology (IT) outsourcing challenges in general, those studies have not adequately addressed knowledge sharing challenges facing subsidiary-to-subsidiary IT infrastructure-outsourcing relationships. This qualitative case study explores the major challenges experienced in a subsidiary-to-subsidiary IT infrastructure outsourcing relationship at a large South African financial services provider. Using the knowledge-sharing success model, thematic analysis of semi structured interview data from twenty-one operational IT specialists representing both the consumer and the IT services provider reveal three main interrelated knowledge-sharing challenges: service delivery quality, information sharing, and communication. The study extends upon the existing knowledge-sharing success model by including the role of management support in managing knowledge sharing challenges effectively. Future research should investigate the impact of service delivery quality, information sharing, and communication challenges in other types of IT outsourcing relationships.

Keyphrases: IT infrastructure, IT outsourcing success, Subsidiary relationships, case study, knowledge sharing

@booklet{EasyChair:4234,
  author    = {Matete Elias Malope and Rennie Naidoo},
  title     = {Knowledge Sharing Challenges in Subsidiary-to-Subsidiary IT Infrastructure Outsourcing: A Case Study on a Financial Services Provider},
  howpublished = {EasyChair Preprint 4234},
  year      = {EasyChair, 2020}}