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
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.