Glasgow Caledonian University

INVESTIGATION OF THE CRITICAL SUCCESS FACTORS REQUIRED FOR EFFICIENT IT SERVICE DELIVERY WITHIN AN OUTSOURCED IT MODEL

As both the IT Service Providers and the customer would benefit from having a framework which when implemented would give each party the criteria necessary for measuring the �efficient� delivery of IT services in an outsourced context. Therefore, the Critical Success Factors required to deliver �efficient� IT services within an outsourced model are worthy of academic evaluation. Hence, the general research question is �What are the Critical Success Factors required for efficient ITIL Service Delivery?�

It is proposed that this research question is examined within the dissertation �Investigation of the Critical Success Factors required for efficient ITIL Service Delivery within an Outsourced IT Model�, which will encompasses an investigation of the methods used to manage, control and deliver efficient IT Services. This dissertation will take the form of a case study. The single case to be examined will be Scottish Power Ltd�s outsourced IT services which are delivered by SAIC Ltd using ITIL Service Delivery.