Unlocking Value in Support and Mainte-nance Contracts: Exploring the Feasibility of Implementing a Digital Platform in the Context of Swiss SAP Consultancies

Companies transitioning into interconnected digital ecosystems within evolving organi-sational structures characterised by fragmented networks and strategic partnerships (Bi-tran et al., 2007). This shift underscores the importance of collaborative efforts, particu-larly while implementing SAP systems where consulting firms and integrators play a crucial role (Meyer, 2017). The shortage of skilled workers in software development (SJMM & Adecco Group Switzerland, 2022) poses challenges for support and mainte-nance services. Existing freelancer platforms in the Swiss German-speaking market focus on short-term projects, leaving uncertainty about the acceptance of a digital plat-form for specific tasks within support and maintenance contracts.

Schürch, Marco, 2023

Art der Arbeit Master Thesis
Betreuende Dozierende Schwaferts, Dino
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This thesis empowers the management in an established consulting firm to decide about implementing a digital platform. It delves into activities within support and maintenance contracts, addressing challenges, customer perspectives, and the willingness of third-party developers to offer their services through the platform, as well as the acceptance of third-party development services by the customer and consultancy.
The research underscores the consultancy’s readiness to provide incident and change request management activities through the platform. These activities can be effectively facilitated by leveraging the platform’s features if they do not necessitate direct execu-tion on the SAP system. The study validates the platform’s acceptance among custom-ers and developers, as well as the approval of third-party development services by cus-tomers and the consultancy.
However, the research concludes that an established consulting firm may not necessarily need to implement a new platform. Existing ticketing software possesses all essential features for effectively managing activities related to incident and change requests, in-cluding the incorporation of third-party development services. This nuanced perspective offers practical implications for industry professionals and empowers management to make informed decisions.
Studiengang: Business Information Systems (Master)
Vertraulichkeit: öffentlich
Art der Arbeit
Master Thesis
Autorinnen und Autoren
Schürch, Marco
Betreuende Dozierende
Schwaferts, Dino
Sprache der Arbeit
Business Information Systems (Master)
Standort Studiengang