{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,10]],"date-time":"2026-06-10T14:44:34Z","timestamp":1781102674823,"version":"3.54.1"},"reference-count":61,"publisher":"IGI Global Scientific Publishing","issue":"1","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2015,1,1]]},"abstract":"<p>During the last decades, IT Outsourcing gained considerable management attention and is considered a strategic decision used to promote success on its variable dimensions, like: cost reduction, quality improvement, access to new technologies, among others. The existing literature presents many studies on IT Outsourcing. However, there are few studies from the provider's perspective. Therefore, the objective is to focus on providers' critical success factors and their relationships in IT Outsourcing contracts. To analyse this subject a qualitative approach based on cognitive mapping process was applied. Cognitive or causal maps are widely employed in problem-structuring, since they permit a rich representation of ideas, through the modelling of a complex network of actions. This approach is innovative compared to the traditional quantitative methods used. As a result, they were able to map a network of means and ends and in parallel were found new success factors like service standardization, price flexibility, cost management and service catalogue, which allowed obtaining new insights into the structure of today's IT Outsourcing contracts.<\/p>","DOI":"10.4018\/ijeis.2015010105","type":"journal-article","created":{"date-parts":[[2015,3,4]],"date-time":"2015-03-04T15:13:24Z","timestamp":1425482004000},"page":"62-84","source":"Crossref","is-referenced-by-count":8,"title":["Mapping Critical Success Factors for IT Outsourcing"],"prefix":"10.4018","volume":"11","author":[{"given":"Jo\u00e3o","family":"Correia dos Santos","sequence":"first","affiliation":[{"name":"Department of Management Science, Instituto Superior T\u00e9cnico, Lisbon, Portugal"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-0489-4465","authenticated-orcid":true,"given":"Miguel","family":"Mira da Silva","sequence":"additional","affiliation":[{"name":"Department of Computer Engineering, Instituto Superior T\u00e9cnico, Lisbon, Portugal"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"ijeis.2015010105-0","first-page":"65","article-title":"Getting Started with Cognitive Mapping.","author":"F.Ackermann","year":"1992","journal-title":"7th Young OR Conference"},{"key":"ijeis.2015010105-1","unstructured":"Axelos. (2011). ITIL Service Design. TSO (The Stationery Office)."},{"key":"ijeis.2015010105-2","doi-asserted-by":"crossref","unstructured":"Bana e Costa, C., Corr\u00eaa, \u00c9., Ensslin, L., & Vansnick, J. C. (2002). Mapping Critical Factors for the Survival of Firms. A Case Study in the Brazilian Textile Industry. In Z. M.-O. Gregory E. Kersten, Decision Support Systems for Sustainable Development (pp. 197-213). Springer US.","DOI":"10.1007\/0-306-47542-1_11"},{"issue":"2","key":"ijeis.2015010105-3","first-page":"211","article-title":"Success Factors in Implementing Knowledge Based Systems.","volume":"7","author":"A.Bechina","year":"2009","journal-title":"Electronic Journal of Knowledge Management"},{"issue":"4","key":"ijeis.2015010105-4","first-page":"17","article-title":"An Assessment of Critical Success Factors.","volume":"25","author":"A.Boynlon","year":"1984","journal-title":"Sloan Management Review"},{"key":"ijeis.2015010105-5","author":"J.Brightman","year":"2002","journal-title":"An Introduction to Decision Explorer"},{"key":"ijeis.2015010105-6","author":"D.Brown","year":"2005","journal-title":"The Black Book of Outsourcing. How to manage the changes, challenges and opportunities"},{"key":"ijeis.2015010105-7","author":"J.Bryson","year":"2004","journal-title":"Visible Thinking: unlocking causal mapping for practical business results"},{"key":"ijeis.2015010105-8","author":"M.Corbett","year":"2004","journal-title":"The Outsourcing Revolution. Why it makes sense and how to do it right"},{"key":"ijeis.2015010105-9","doi-asserted-by":"crossref","unstructured":"Costa, P., Santos, J., & Mira da Silva, M. (2013). Evaluation Criteria for Cloud Services. IEEE 6th International Conference on Cloud Computing. Santa Clara Marriott: IEEE.","DOI":"10.1109\/CLOUD.2013.70"},{"key":"ijeis.2015010105-10","author":"S.Cullen","year":"2009","journal-title":"The Contract Scorecard: Successful Outsourcing by design"},{"key":"ijeis.2015010105-11","doi-asserted-by":"publisher","DOI":"10.1016\/j.jsis.2005.07.001"},{"key":"ijeis.2015010105-12","doi-asserted-by":"publisher","DOI":"10.5539\/ijbm.v4n1p47"},{"key":"ijeis.2015010105-13","author":"M.Earl","year":"1989","journal-title":"Managemnet strategies for Information technology"},{"issue":"3","key":"ijeis.2015010105-14","first-page":"26","article-title":"The risks of Outsourcing IT.","volume":"37","author":"M.Earl","year":"1996","journal-title":"Sloan Management Review"},{"key":"ijeis.2015010105-15","doi-asserted-by":"publisher","DOI":"10.1016\/S0377-2217(03)00431-4"},{"key":"ijeis.2015010105-16","doi-asserted-by":"publisher","DOI":"10.1108\/09564230510587177"},{"key":"ijeis.2015010105-17","author":"E.Gorman","year":"2005","journal-title":"Qualitative research for the information professional"},{"key":"ijeis.2015010105-18","doi-asserted-by":"publisher","DOI":"10.1108\/02635570510606941"},{"key":"ijeis.2015010105-19","doi-asserted-by":"crossref","unstructured":"Grant, R. M. (1996). Toward a knowledge-based theory of the firm. Strategic Management Journal, 17(Winter Special Issue), 109-122.","DOI":"10.1002\/smj.4250171110"},{"issue":"4","key":"ijeis.2015010105-20","doi-asserted-by":"crossref","first-page":"89","DOI":"10.1080\/07421222.1996.11518102","article-title":"The effect of service quality and partnership on the outsourcing of information system functions.","volume":"12","author":"V.Grover","year":"1996","journal-title":"Journal of Management Information Systems"},{"key":"ijeis.2015010105-21","doi-asserted-by":"publisher","DOI":"10.1046\/j.1365-2575.2000.00082.x"},{"key":"ijeis.2015010105-22","unstructured":"Hirschheim, R., George, B., & Wong, S. (2004). Information technology outsourcing. The move towards offshoring. Indian Journal of Economics and Business."},{"key":"ijeis.2015010105-23","unstructured":"IDC. A. (2013). IDC Portugal. Retrieved 11 2013, from www.portalidc.com\/directorio2012\/Diretorio2012.pdf"},{"key":"ijeis.2015010105-24","year":"2009","journal-title":"Evaluating and Improving Costing in Organizations, International Good Practice Guidance"},{"key":"ijeis.2015010105-25","doi-asserted-by":"publisher","DOI":"10.4018\/jeis.2010070101"},{"key":"ijeis.2015010105-26","author":"R. S.Kaplan","year":"1998","journal-title":"Cost & Effect, using integrated cost systems to drive profitability and performance"},{"key":"ijeis.2015010105-27","volume":"Vol. 2","author":"G.Kelly","year":"1991","journal-title":"The Psycologyof Personal Constructs"},{"key":"ijeis.2015010105-28","author":"R.Klepper","year":"1998","journal-title":"Outsourcing Information Technology Systems & Services"},{"key":"ijeis.2015010105-29","author":"M.Lacity","year":"1993","journal-title":"Information Systems Outsourcing: Myths, Methaphors and Realities"},{"key":"ijeis.2015010105-30","doi-asserted-by":"publisher","DOI":"10.1016\/j.jsis.2009.06.002"},{"key":"ijeis.2015010105-31","first-page":"257","article-title":"IT Outsourcing Success: Revisiting the Measurement of A Multidimensional construct: An Australian Perspective.","author":"M. S. G. V.Lane","year":"2005","journal-title":"Pacific Asia Conference on Information Systems, PACIS 2005"},{"key":"ijeis.2015010105-32","author":"K.Laudon","year":"1991","journal-title":"Management of Information Systems"},{"key":"ijeis.2015010105-33","doi-asserted-by":"publisher","DOI":"10.2307\/249407"},{"key":"ijeis.2015010105-34","doi-asserted-by":"publisher","DOI":"10.1007\/978-1-4419-1628-0"},{"key":"ijeis.2015010105-35","doi-asserted-by":"publisher","DOI":"10.1109\/QUATIC.2010.31"},{"issue":"3","key":"ijeis.2015010105-36","doi-asserted-by":"crossref","first-page":"725","DOI":"10.2307\/25148747","article-title":"Professional versus Political contexts:Institucional Mitigation and the Transaction cost heuristic in Information Systems Outsourcing.","volume":"30","author":"S.Miranda","year":"2006","journal-title":"Management Information Systems Quarterly"},{"key":"ijeis.2015010105-37","doi-asserted-by":"publisher","DOI":"10.1080\/15228053.2004.10856047"},{"key":"ijeis.2015010105-38","doi-asserted-by":"crossref","unstructured":"Montazemi, A., & Conrath, D. (1986). The use of cognitive mapping for information requirement analysis. MIS, March, 45-56.","DOI":"10.2307\/248879"},{"key":"ijeis.2015010105-39","doi-asserted-by":"publisher","DOI":"10.1057\/palgrave.jors.2602214"},{"key":"ijeis.2015010105-40","doi-asserted-by":"publisher","DOI":"10.1002\/smj.249"},{"key":"ijeis.2015010105-41","first-page":"43","article-title":"Strategic Outsourcing.","author":"J.Quinn","year":"1994","journal-title":"Sloan Management Review"},{"key":"ijeis.2015010105-42","unstructured":"Reeves, M., & Deimler, M. (2011, 07). Adaptability - The new competitive advantage. Financial Times. Retrieved 07 2011, from Harvard Business Review: http:\/\/hbr.org\/2011\/07\/adaptability-the-new-competitive-advantage\/ar\/1"},{"issue":"2","key":"ijeis.2015010105-43","first-page":"81","article-title":"Chief executives define their own information needs.","volume":"57","author":"J.Rockart","year":"1979","journal-title":"Harvard Business Review"},{"key":"ijeis.2015010105-44","author":"J. C.Santos","year":"2012","journal-title":"Cost Management in IT Outsourcing contracts: The path to standardization. 19th International Business Information Management Association (IBIMA)"},{"key":"ijeis.2015010105-45","doi-asserted-by":"publisher","DOI":"10.2307\/41165887"},{"key":"ijeis.2015010105-46","doi-asserted-by":"publisher","DOI":"10.1016\/j.im.2013.11.005"},{"key":"ijeis.2015010105-47","doi-asserted-by":"publisher","DOI":"10.1108\/EUM0000000004799"},{"key":"ijeis.2015010105-48","doi-asserted-by":"publisher","DOI":"10.1145\/1899503.1899537"},{"key":"ijeis.2015010105-49","author":"A.Strauss","year":"1990","journal-title":"Basics of Qualitative Research: Grounded Theory I Procedures and Techniques"},{"key":"ijeis.2015010105-50","doi-asserted-by":"publisher","DOI":"10.4018\/jeis.2011010101"},{"issue":"4","key":"ijeis.2015010105-51","doi-asserted-by":"crossref","first-page":"179","DOI":"10.17705\/1jais.00086","article-title":"Managing Flexibility in Outsourcing.","volume":"7","author":"C.Tan","year":"2006","journal-title":"Journal of the Association for Information Systems"},{"key":"ijeis.2015010105-52","first-page":"1","article-title":"Factors related to IT outsourcing result.","volume":"2009","author":"D.Tan","year":"2009","journal-title":"Journal of Outscoring and Organizational Information Management"},{"key":"ijeis.2015010105-53","author":"S.Taylor","year":"2007","journal-title":"ITIL service design"},{"key":"ijeis.2015010105-54","doi-asserted-by":"crossref","unstructured":"Urquhart, C. (2001). An encounter with grounded theory: Tackling the practical and philosophical issues. In E. Trauth, Qualitative Research in IS: Issues and Trends (pp. 104-140). Hershey, P. A: Idea Group.","DOI":"10.4018\/978-1-930708-06-8.ch005"},{"key":"ijeis.2015010105-55","author":"J.Ward","year":"1990","journal-title":"Strategic planning for information systems"},{"key":"ijeis.2015010105-56","author":"J.Ward","year":"1996","journal-title":"Strategic Planning for Information Systems"},{"key":"ijeis.2015010105-57","doi-asserted-by":"publisher","DOI":"10.1016\/0263-2373(94)00059-G"},{"key":"ijeis.2015010105-58","doi-asserted-by":"publisher","DOI":"10.1057\/9780230290570"},{"key":"ijeis.2015010105-59","author":"L. P.Willcocks","year":"1998","journal-title":"Strategic Sourcing of Information Systems: Perspectives and Practices"},{"key":"ijeis.2015010105-60","doi-asserted-by":"publisher","DOI":"10.1086\/466942"}],"container-title":["International Journal of Enterprise Information Systems"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=124785","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,6,1]],"date-time":"2022-06-01T21:13:04Z","timestamp":1654117984000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/ijeis.2015010105"}},"subtitle":["The Providers' Perspective"],"short-title":[],"issued":{"date-parts":[[2015,1,1]]},"references-count":61,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2015,1]]}},"URL":"https:\/\/doi.org\/10.4018\/ijeis.2015010105","relation":{},"ISSN":["1548-1115","1548-1123"],"issn-type":[{"value":"1548-1115","type":"print"},{"value":"1548-1123","type":"electronic"}],"subject":[],"published":{"date-parts":[[2015,1,1]]}}}