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Shared IT Service Center i kommuner
Uppsala University, Disciplinary Domain of Science and Technology, Mathematics and Computer Science, Department of Information Technology, Division of Computing Science.
2012 (Swedish)Independent thesis Advanced level (professional degree), 20 credits / 30 HE creditsStudent thesisAlternative title
IT Shared Service Center in municipalities (English)
Abstract [en]

To be able to maintain an adequate IT

service for various users and needs,

more municipalities are looking at the

possibility for mergers of local IT

departments. One solution for merging

multiple services/functions and creating

synergy opportunities is called Shared

Service Center (SSC). The concept of SSC

is that the administrative service

itself becomes a core activity within

the organization. The aim of this thesis

is to provide municipalities who are

considering a merging of their local IT

departments with recommendations on how

to design the Shared IT Service Center.

Recommendations are outlined based on an

analysis of IT-management literature,

reports and by conducting a study on

three ongoing collaborations.

The conclusions drawn from the study

suggest guidelines for the design of a

Shared IT Service Center for

municipalities. These are as following:

Create a vision associated with a

specific and structured target state.

Identify needs for different target

groups in municipalities and set a

common standard.

Create a clear and practical model/SLA

appearance of the cooperation and


Ensure the individual municipalities

commissioning skills in order to not

lose it in the context of a common IT


Find an organization that is democratic

for member municipalities and

facilitates long-term partnership.

Specify the operation and maintenance so

that it can be regulated and controlled

Establish a common help desk.

Establish a common standard and

consolidated infrastructure before the

introduction of a common technology platform.

Place, publisher, year, edition, pages
UPTEC STS, ISSN 1650-8319 ; 13008
National Category
Engineering and Technology
URN: urn:nbn:se:uu:diva-211953OAI: diva2:672486
Educational program
Systems in Technology and Society Programme
Available from: 2013-12-03 Created: 2013-12-03 Last updated: 2013-12-03Bibliographically approved

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