Outsourcing 2.0: Towards an Innovation-Driven Process Model for Client-Vendor Relationships in Information Technology Outsourcing

摘要

While most ITO deals focused on cost-reduction through outsourcing of already matured services, tasks and systems, many ITO engagements are moving into new directions - the joint identification and exploiting of innovative, IT-based ideas to generate additional value for the organization and strengthen its market competitiveness. This paper proposes to investigate how the client-vendor relationship need to be modelled, structured, and managed to foster innovations within ITO. To answer our research questions, we conducted an explorative field study by interviewing 16 ITO experts from both client and vendor organizations. Our research results in an enhanced client-vendor relationship process model consisting of five process steps as well as corresponding categories describing management actions focusing on innovation generation within ITO client-vendor relationships. The contribution of our study is the development of an innovation-focused model for managing such relationships and the extension of our understanding of ITO management in times of increased digital innovation.