Success factors Model for ICT shared services

Abstract

Shared services is a consolidation of support functions in organization, to provide services as efficiency and effectively as possible. The implementation shared services in organization become more crucial especially in ICT shared services. However, how to measure the successful ICT shared services is still lacking. The purpose of this study is to identify the factors that influence success in ICT shared services and determine the level of ICT shared services implementation. The study uses a systematic literature review (SLR) to identify the factors characterizing the success of the ICT shared services model. The SLR reveals six factors which influence the success of ICT shared services in the organization. These factors are organized using multiple theories under three different perspectives: technologies, organizational and the personnel responsible for producing the ICT shared services Model.