The IT Department as a Service Broker: A Qualitative Research

  • Linda Rodriguez
  • Oscar AvilaEmail author
Conference paper
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 339)


The accelerated increase of new IT suppliers and services is allowing organizations to easily access to specialized outsourced services. Consequently, IT departments are increasingly developing fewer IT services and relying more on external providers to satisfy the needs of their customers. This new context requires a change in the IT function, which should move from its traditional role of service builder and operator to a new role of service integrator and broker. However, IT managers do not know in most of the cases which are the capabilities and IT expert roles and skills required in the IT area to implement this new role. To cope with this lack, we propose a management model built in two steps: (i) a review of the literature that help us to identify and analyze the current contributions in the IT service brokering area, and (ii) a qualitative research that includes a focus group and a survey to IT professionals in order to validate the findings made in the literature review. The presented model aims at establishing the basis for a complete approach to help IT organizations to adopt the IT service broker role.


IT unit Focus group Survey Outsourcing Intermediator Integrator Aggregator 


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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  1. 1.Department of Systems and Computing Engineering, School of EngineeringUniversidad de los AndesBogotáColombia

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