Abstract:

Services are an integral part of the life cycle of Enterprise Resource Planning (ERP) information systems. Their extent, quality and price determine the success of the ERP system implementation and operation and significantly contribute to total costs of ownership. In most cases, defining their level is subject to offer and performance of implementation and service level agreement with the provider. In some cases, the services are presented and provided by an advisory organization, in particular in relation to pre-sale analyses and assignment documentation processing. As users, businesses are rarely able to actively affect the settings of the service level in order for the services to be completely satisfactory for them and to prevent increased costs of the solution as a whole as well as its operation. Center for inVestigations into Information Systems has focused on researching the ERP system life cycle for nearly 20 years and in recent years, it has been carefully collecting findings concerning maintenance services. The following paper presents the results of 2017 research focused on mapping the Czech service market and determination of practical utilization of the services in the respective ERP system life cycle stages.