IT outsourcing industry practices, models, trends and challenges from a case of a Malaysian offshore global service provider

• Main Authors: Ahlan, Abdul Rahman, Arshad, Yusri, Suhaimi, Mohd Adam, Hussin, Husnayati
• Format: Article
• Language: English
• Published: North Atlantic University Union 2009
• Subjects: T Technology (General); T55.4 Industrial engineering.Management engineering.; T58.5 Information technology; T58.6 Management information systems
• Online Access: http://irep.iium.edu.my/8078/1/IT_outsourcing_industry_practices%2C_models%2C_trends_and_challenges_from_a_case_of_a_Malaysian_offshore_global_service_provider.pdf; http://irep.iium.edu.my/8078/; http://www.naun.org/journals/mcs/mcs-119.pdf

The impact of Kodak IT outsourcing contract spread across the global. The practices have also been adopted in Malaysia since 1990s but were not widely publicized until massive public sector computerization projects and automation of financial systems after Asian financial crisis in 1997. Thus, many service providers, including world-class firms, providing ITO business models can be found operating in Malaysia. They provide both IT asset and services outsourcing. ITO models evolve from traditional to innovation phase in 2010 onwards. One of the innovative models in Malaysia is the global offshore service delivery model which is based on four pillars, namely: Experienced Leadership; Global Best Practice; Human Capital; Domain Knowledge. To be able to compete globally, Malaysia has equipped its companies with higher capabilities and competencies via international certifications and continuous skills developments. Several advantages proposed by Malaysia include: economic stability, political stability, multi-lingual, world-class infrastructure, affordable lifestyle, value propositions and many others. In this paper, we present the detailed views of a senior executive management on two open-ended in-depth interviews, literature and document reviews, secondary sources and one CEO roundtable discussion held in International Islamic University Malaysia. This paper contributes to the practice as well as the IT outsourcing literature.