Success factors for ICT shared services in higher education institutions

Abstract

Shared service is a consolidation of support functions in an organization, to provide services as efficiently and effectively as possible. The implementation of shared services in an organization becomes crucial particularly with reference to ICT shared services. However, there is a deficiency in the means of measuring the extent of successful ICT shared services. The purpose of this study is to identify the factors that influence the success of 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 content of this study was acquired from various resources including papers and books, which were used to find the ICT shared services factors. The SLR revealed six factors which influence the success of ICT shared services in the organization. These factors are organized using multiple theories which are split into three different perspectives: technologies, organizational and the personnel responsible for producing the ICT shared services model. This study deploy a questionnaire survey method to evaluate the initial success factor and using Descriptive Statistics to validate the data.