IT Supply Chain Service Trends and Success Factors

  • Business-to-business services make up an increasing share of the total economy. Due to growing specialization companies are more and more outsourcing non-core services. The aim of this thesis is to examine the market trends, the competitive landscape and success factors for proving IT supply chain services. IT supply chain services are service provisions that encompass the procurement of equipment, the staging and personalization, as well as the logistics of end-user devices. This thesis explores the business case of Computacenter, a European IT-service provider. Given the complexity of IT supply chain service provisions and the distinct characteristics of services, major contracts in this area are examined in order to derive good and best practices. Two research questions are addressed. The first one examines how Computacenter performs against major trends in the IT service market by reflecting customer demand and competitors’ strategies. The second research questions aims at identifying in which areas and how Computacenter could improve the delivery of its IT supply chain services. The applied research methods include secondary data, such as competitors’ websites or industry reports, primary data like surveys or observation, as well as descriptive and comparative methods. The research is divided into three sections. First, the theoretical fundamentals of IT service management and the Service Supply Chain Management are outlined, focusing on reference models and methods used by the respective company. Second, the company itself and the market environment including competition and customer aspects are examined. Third, an empirical study conducted in the form of a survey on selected projects assesses Computacenter’s best practices. In the final part of this thesis practical recommendations are given including all investigated aspects.

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Metadaten
Author:Lena Nill
Advisor:Wolf-Dietrich Schneider
Document Type:Bachelor Thesis
Language:English
Year of Completion:2017
Granting Institution:Hochschule Furtwangen
Date of final exam:2017/02/28
Release Date:2017/03/01
Pagenumber:73
Degree Program:IBW - Internationale Betriebswirtschaft
Functional area:Production, Operations and Supply Chain Management
Access Rights:Innerhalb der Hochschule
Licence (German):License LogoEs gilt das UrhG