Success factors for ICT shared services in the higher education sector

Miskon, Suraya, Bandara, Wasana, Gable, Guy G., & Fielt, Erwin (2012) Success factors for ICT shared services in the higher education sector. Journal of Information Technology Research, 5(3), pp. 1-24.

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Shared services is a prominent organizational arrangement for organizations, in particular for support functions. The success (or failure) of shared services is a critical concern as the move to shared services can entail large scale investment and involve fundamental organizational change. The Higher Education (HE) sector is particularly well poised to benefit from shared services as there is a need to improve organizational performance and strong potential from sharing. Through a multiple case study of shared services experiences in HE, this study identifies ten important antecedents of shared services success:

(1) Understanding of shared services;

(2) Organizational environment;

(3) Top management support;

(4) IT environment;

(5) Governance;

(6) Process centric view;

(7) Implementation strategy;

(8) Project management;

(9) Change management; and

(10) Communication.

The study then develops a preliminary model of shared services success that addresses the interdependencies between the success factors. As the first empirical success model for shared services, it provides valuable guidance to practice and future research.

Impact and interest:

2 citations in Scopus
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ID Code: 55108
Item Type: Journal Article
Refereed: Yes
Keywords: NVivo Analysis, Success Factors, HERN, Case Study, Shared Services, Higher Education
DOI: 10.4018/jitr.2012070101
ISSN: 1938-7857
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Divisions: Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Copyright 2012 IGI Global
Deposited On: 26 Nov 2012 22:26
Last Modified: 11 May 2017 02:00

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