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Authors: Emilie de Morais 1 ; Geovanni de Jesus 1 ; Rejane Figueiredo 1 ; Elaine Venson 1 and Rafael Queiroz 2

Affiliations: 1 ITRAC - Information Technology Research and Application Center and Universidade de Brasília, Brazil ; 2 TU Darmstadt and Main University, Germany

Keyword(s): Knowledge Transfer, Service Provider Transition, Outsourcing, Public Organization.

Related Ontology Subjects/Areas/Topics: Biomedical Engineering ; Data Engineering ; Enterprise Information Systems ; Health Information Systems ; Information Systems Analysis and Specification ; Knowledge Management ; Ontologies and the Semantic Web ; Society, e-Business and e-Government ; Web Information Systems and Technologies

Abstract: Although outsourcing Information Technology (IT) services brings benefits, it might cause loss of knowledge and dependency of the contractor in relation to the service providers. When a transition occurs between providers, knowledge sharing is essential for the contractor and to the new contracted. This paper presents the proposal, execution and evaluation of a knowledge transfer process to the transition phase of a contract. A case study was conducted in a Brazilian Federal Government Organization during a contractual transition. Data collected from two projects allowed the evaluation of the proposed process. It was observed that the training activities performed, and the granting of access to process information and to the services to be transferred were essential to an effective knowledge transfer. Although this work is a study of a single case, it was observed that the process could be generalized to service provider transitions involving contracting organizations of IT services.

CC BY-NC-ND 4.0

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Paper citation in several formats:
de Morais, E.; de Jesus, G.; Figueiredo, R.; Venson, E. and Queiroz, R. (2017). Knowledge Transfer in IT Service Provider Transition. In Proceedings of the 19th International Conference on Enterprise Information Systems - Volume 2: ICEIS; ISBN 978-989-758-248-6; ISSN 2184-4992, SciTePress, pages 426-433. DOI: 10.5220/0006335104260433

@conference{iceis17,
author={Emilie {de Morais}. and Geovanni {de Jesus}. and Rejane Figueiredo. and Elaine Venson. and Rafael Queiroz.},
title={Knowledge Transfer in IT Service Provider Transition},
booktitle={Proceedings of the 19th International Conference on Enterprise Information Systems - Volume 2: ICEIS},
year={2017},
pages={426-433},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0006335104260433},
isbn={978-989-758-248-6},
issn={2184-4992},
}

TY - CONF

JO - Proceedings of the 19th International Conference on Enterprise Information Systems - Volume 2: ICEIS
TI - Knowledge Transfer in IT Service Provider Transition
SN - 978-989-758-248-6
IS - 2184-4992
AU - de Morais, E.
AU - de Jesus, G.
AU - Figueiredo, R.
AU - Venson, E.
AU - Queiroz, R.
PY - 2017
SP - 426
EP - 433
DO - 10.5220/0006335104260433
PB - SciTePress