Knowledge Management Diagnosis Of IT Outsourcing Delivery Project In Company A

Global service outsourcing market is developing rapidly,the international service outsourcing business scale is increasing,with its irreplaceable advantages become the new darling of our industry.ITO-information technology outsourcing business as the dominant position in China's service outsourcing industry and it is the industry's main business areas.IT outsourcing business is booming currently,outsourcing service delivery business to the thirst for knowledge capital is also growing.Knowledge is the most important resource and basic prerequisite for IT outsourcing project management.From the perspective of knowledge management theory,information technology outsourcing project must establish a collaborative knowledge management system based on ITIL best practice guidance which in order to realize the knowledge acquisition,storage,sharing and innovation platform.In this paper,it took company A IT outsourcing project as the diagnosis object,analyzed the IT service delivery process problems from IT service provider's perspective,from the analysis of these issues to get the necessity of knowledge management in the project,and put forward the knowledge management subject in this information technology outsourcing project.According to the knowledge management processes,the knowledge management of information technology outsourcing project of company A was analyzed from five aspects: knowledge definition,acquisition,processing storage,sharing and utilization.In this study,the main problems and reasons of current project knowledge management were collected through qualitative interviews with members of different ranks and groups in the project team.After that,author conducted a questionnaire survey regarding 6 dimensions of the knowledge management strategy,organizational process management,Knowledge content,community of practice collaboration,tools and technology,knowledge management performance measurement among the offshore project members,compared the statistical results with the objectives of the project management team and came out the quantitative analysis.Then the knowledge management maturity model of the project was constructed with the senior team members and project management team.On this basis,the gap between the knowledge management of the current project is identified through comparison with the best practice.Aiming at the interview,questionnaire survey and maturity model diagnosis analysis,this paper put forward the improvement proposal to 6 dimensions in this IT outsourcing project of Corporation A.Finally,as an evaluation and summary of the improvement proposal,this research thesis list a result comparison of the knowledge management improvement proposal was implemented before and after regarding the several IT outsourcing delivery issue which stated in charter 2 section 2.3.The research of this paper can improve the knowledge management of information technology outsourcing project of Company A,and it can also be used for the same kind of project team or organization.