Offshore outsourcing of IT services as new service development: The role of change and its management

Abstract

Purpose

This paper is based on a portion of the research undertaken as part of the author's doctorate study and aims to look at change and its management in the context of the offshore outsourcing of IT services.

Design/methodology/approach

Two longitudinal case studies were conducted in a large multinational. The study looks at the scenario mainly from the viewpoint of the onshore IT front‐line staff; some high level managers were also included. Offshore staff did not form part of the research.

Findings

Change and its management form an important aspect of the process of offshore outsourcing of IT services; observing this aspect from the new service development point of view gives an in‐depth picture of the issues involved. A pictorial representation of this process has been presented in this research.

Originality/value

This paper looks at change and its management from the perspective of the offshore outsourcing of IT services in terms of new service development – previous studies have not focused on this area in this context.

Citation

Gul Rashid, A. (2012), "Offshore outsourcing of IT services as new service development: The role of change and its management", Journal of Organizational Change Management, Vol. 25 No. 3, pp. 445-461. https://doi.org/10.1108/09534811211228157