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Outsourcing IT Services and service level agreements in South Africa's retail sector
Bibliography: leaves 81-88.
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| Other Authors: | |
| Format: | Thesis |
| Language: | English |
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Department of Information Systems
2014
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| _version_ | 1867613230518501376 |
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| access_status_str | Open Access |
| author | Charles, Lowell |
| author2 | Johnston, Kevin |
| author_browse | Charles, Lowell Johnston, Kevin |
| author_facet | Johnston, Kevin Charles, Lowell |
| author_sort | Charles, Lowell |
| collection | Thesis |
| description | Bibliography: leaves 81-88. |
| format | Thesis |
| id | oai:open.uct.ac.za:11427/6758 |
| institution | University of Cape Town (South Africa) |
| language | eng |
| last_indexed | 2026-06-10T12:32:50.328Z |
| license_str | Not specified — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UCTD — University of Cape Town Open Access Repository |
| publishDate | 2014 |
| publishDateRange | 2014 |
| publishDateSort | 2014 |
| publisher | Department of Information Systems |
| publisherStr | Department of Information Systems |
| record_format | dspace |
| source_str | UCTD — University of Cape Town Open Access Repository |
| spelling | oai:open.uct.ac.za:11427/6758 Outsourcing IT Services and service level agreements in South Africa's retail sector Charles, Lowell Johnston, Kevin Economics Bibliography: leaves 81-88. This research project is an attempt at examining the state of outsourcing IT services and the use of Service Level Agreements (SLAs) amongst the large retailers of South Africa. Questionnaires were sent to all the large retailers, and various respondents from these organisations provided information regarding their involvement with outsourcing IT services and experience with the use of SLAs. The hypotheses for this research aimed to investigate the following; • Which IT services were outsourced, and which were most likely to be outsourced amongst large South African retailers; • Whether outsourcing IT services has given South African retailers a competitive advantage; • Whether SLAs have been used in conjunction with outsourcing IT Services; and • What changes should be made to SLAs to make them more useful when outsourcing IT Services. The findings from this research suggest that 94% of the large retailers in South Africa were involved in outsourcing parts of their IT services. These services were mainly deployment and management of networks, application development and systems maintenance, and support/helpdesk services. Thirty six percent of respondents believed outsourcing had given them a slight competitive edge, while 6% had experienced a substantial competitive advantage. Furthermore, more than 50% of the large retailers used Service Level Agreements (SLAs) when outsourcing their IT services. The most significant change suggested for SLAs is to have better measurement metrics, so as to provide a clearer understanding of what services has been performed by the parties involved. 2014-08-29T12:44:16Z 2014-08-29T12:44:16Z 2004 Thesis http://hdl.handle.net/11427/6758 eng application/pdf Department of Information Systems Faculty of Commerce University of Cape Town |
| spellingShingle | Economics Charles, Lowell Outsourcing IT Services and service level agreements in South Africa's retail sector |
| title | Outsourcing IT Services and service level agreements in South Africa's retail sector |
| title_full | Outsourcing IT Services and service level agreements in South Africa's retail sector |
| title_fullStr | Outsourcing IT Services and service level agreements in South Africa's retail sector |
| title_full_unstemmed | Outsourcing IT Services and service level agreements in South Africa's retail sector |
| title_short | Outsourcing IT Services and service level agreements in South Africa's retail sector |
| title_sort | outsourcing it services and service level agreements in south africa s retail sector |
| topic | Economics |
| url | http://hdl.handle.net/11427/6758 |
| work_keys_str_mv | AT charleslowell outsourcingitservicesandservicelevelagreementsinsouthafricasretailsector |