IT Service-Oriented Investment Analysis

Transcription

1 IT Service-Oriented Investment Analysis A Comparison of In-House versus Software-as-a-Service Deployment Solutions DISSERTATION of the University of St. Gallen, Graduate School of Business Administration, Economics, Law and Social Sciences (HSG) to obtain the title of Doctor Oeconomiae submitted by Susanne Glissmann from Germany approved on the application of Prof. Dr. Walter Brenner and Prof. Dr. Lutz M. Kolbe Dissertation no Pro BUSINESS Verlag, Berlin 2010

2 Table of Contents iii Table of Contents 1 Introduction Motivation Objective & Audience Origin & Dissertation Framework Research Methodology Structure 9 2 Conceptual Foundations Business Engineering Industrialized Information Management Software-as-a-Service Summary & Research Gap 36 3 Relevant Investment Analysis Approaches Decision Theory Sensitivity Analysis SaaS Investment Analysis IIM Cost Accounting Manufacturing Resource Planning 52 4 Case Studies Selection of Cases Audi AG's Selection of an In-House Solution Plantronics, Inc.'s Selection of a SaaS Solution Cross-Case Analysis 67 5 Method Proposal for IT Service-Oriented Investment Analysis Method Introduction Phase 1 - Customer Requirements Analysis Phase 2 - Pre-Selection of In-House & SaaS Solutions Phase 3 - Manufacturing Specification of In-House & SaaS Solutions Phase 4 - Capacity Requirements Planning for In-House & SaaS Solutions Phase 5 - Cost Accounting of In-House & SaaS Solutions Phase 6 - Final Selection between In-House or SaaS Solution Conclusion Summary 209 References 211

3 i v Tab le of Contents Table of Contents (in detail) 1 Introduction 1 /. 1 Motivation Objective & Audience Origin & Dissertation Framework Research Methodology Structure 9 2 Conceptual Foundations Business Engineering Characteristics ofbusiness Engineering Method Engineering Contribution to this Dissertation Industrialized information management Origin and Principles Characteristics of IT Services and IT Products Role Model of IT Service Providers Contribution to this Dissertation Software-as-a-Service IT Outsourcing Application Service Provision Software-as-a-Service Continuum Contribution to this Dissertation Summary <6 Research Gap 36 3 Relevant Investment Analysis Approaches Decision Theory 38 A Elements of Decision Models Decision Process Evaluation for this Dissertation 41

4 Table of Contents v 3.2 Sensitivity Analysis Risk Assessment Monte Carlo Analysis Evaluation for this Dissertation SaaS Investment Analysis Academic Research Market Analysts Evaluation for this Dissertation IIM Cost Accounting Integrated IT Cost Tables IT Product-Oriented Cost Accounting Evaluation for this Dissertation Manufacturing Resource Planning Functions Evaluation for this Dissertation 54 4 Case Studies Selection of Cases A udi AG's Selection of an In-House Solution Company Investment Analysis Findings : Plantronics, Inc. 's Selection of a SaaS Solution Company Investment Analysis Findings Cross-Case A nalysis. 67

5 vi Table of Contents 5 Method Proposal for IT Service-Oriented Investment Analysis Method Introduction Objects of Comparison Requirements Meta Model Procedure Model Fictitious Example Phase I - Customer Requirements Analysis IT Product Contract Sales Specifications of IT Services Core Services Support Services Sales Plans of IT Services Core Services Support Services Phase 2 - Pre-Selecdon of In-House & SaaS Solutions Blueprints of IT Production Alternatives Blueprints of IT Development Alternatives Decision-Making by Internal IT Service Provider Phase 3 - Manufacturing Specification of In-House & SaaS Solutions Bill of Services & Work Plans of IT Production Alternatives Core Services Support Services Maintenance Services Project Plans of IT Development Alternatives Phase 4 - Capacity Requirements Planning for In-House & SaaS Solutions Capacities & Service Levels of IT Production Alternatives Core Services Support Services Maintenance Services 152

6 Table of Contents vii Capacities & Service Levels of IT Development Alternatives Phase 5 - Cost Accounting of In-House & SaaS Solutions Costs of IT Production Alternatives Core Services Support Services Maintenance Services Costs of IT Development Alternatives Phase 6 - Final Selection between In-House or SaaS Solution Decision-Making by Internal IT Service Provider Influencing Factors for IT Production Alternatives Influencing Factors for IT Development Alternatives Decision-Making by Customer Company Influencing Factors for IT Product Contract Influencing Factors for Sales Specifications of IT Services Conclusion Fulfillment of Requirements Limitations & Need for Further Research Outlook Summary 209 References 211