Abstract:

The paper deals with the problem of ICT services outsourcing from the viewpoint of end-user organisations. Increasing popularity of concepts like Software-as-a-Service (SaaS) demands a new approach on how to identify the most suited sourcing solutions. However, research directions in this field of study currently do not provide any guidelines for effective outsourcing of ICT services within the new SaaS environment. As a primary research output, the paper presents an original decision-making framework, where it describes a comprehensive methodology, and summarises important criteria to be considered for a much suited ICT service sourcing practice. Furthermore, it details the prerequisites for the use of this approach, as well as its limitations, and possible future research directions.