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Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

Managing Outsourced Support for ERP Systems

Managing Outsourced Support for ERP Systems
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Author(s): N. Dayasindhu (Infosys Technologies, Ltd., India)
Copyright: 2006
Pages: 2
Source title: Emerging Trends and Challenges in Information Technology Management
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59904-019-6.ch242
ISBN13: 9781616921286
EISBN13: 9781466665361


A case study of a manufacturing enterprise that is assisted by an IT services vendor in implementing and supporting its ERP system across different countries it operates in the Asia Pacific region brings out the important facets of managing outsourced support for ERP systems. The importance of identifying the roles and responsibilities of stakeholders is an important first step. Preliminary results indicate that the success in supporting the ERP system is dependent on formalizing service level agreements, establishing rules to manage geographically split teams with streamlined point of contacts between different stakeholders.

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