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Outsourcing of ‘On-Site’ User Support – A Case Study of a European Higher Education Centre

  • Conference paper
Book cover 7th International Conference on Knowledge Management in Organizations: Service and Cloud Computing

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 172))

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Abstract

Outsourcing has garnered significant attention regarding the perceived benefits or repercussions. Our research investigates the specific impact of outsourcing ‘on-site’ IT user support provision considered by many organizations to be an ideal candidate for outsourcing. We found that the cost implications of the outsourcing exercise provided no real benefit in comparison with in-house staff provision. Notably, moreover, the exclusion of end-users in the process had significant impact on the outsourced agent. We provide insight of real world practice to inform current and further practice and propose two considerations that should be addressed aimed at improving benefits to be realized.

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Author information

Authors and Affiliations

  1. Cardiff Metropolitan University, Cardiff, United Kingdom

    Hilary Berger & Tom Hatton

Authors
  1. Hilary Berger
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  2. Tom Hatton
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Corresponding author

Correspondence to Hilary Berger .

Editor information

Editors and Affiliations

  1. Staffordshire University, FCET, Stafford, ST18 OAD, United Kingdom

    Lorna Uden

  2. Department Computer Science and, Artificial Intelligence, Universidad Granada, C/ Periodista Daniel Saucedo Aranda s/n, Granada, 18071, Spain

    Francisco Herrera

  3. , Faculty of Computer Science, Pontificial University of Salamanca, C/Compañía 5, Salamanca, 37002, Spain

    Javier Bajo Pérez

  4. Department of Computing Science, and Control, Universidad Salamanca, Plaza de la Merced, s/n s/n, Salamanca, 37008, Spain

    Juan Manuel Corchado Rodríguez

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Berger, H., Hatton, T. (2013). Outsourcing of ‘On-Site’ User Support – A Case Study of a European Higher Education Centre. In: Uden, L., Herrera, F., Bajo Pérez, J., Corchado Rodríguez, J. (eds) 7th International Conference on Knowledge Management in Organizations: Service and Cloud Computing. Advances in Intelligent Systems and Computing, vol 172. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-30867-3_23

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  • DOI: https://doi.org/10.1007/978-3-642-30867-3_23

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-30866-6

  • Online ISBN: 978-3-642-30867-3

  • eBook Packages: EngineeringEngineering (R0)

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