Publication detail

Evaluation of ERP System Services: Czech Market Research Results

SODOMKA, P. KLČOVÁ, H.

Original Title

Evaluation of ERP System Services: Czech Market Research Results

Type

conference paper

Language

English

Original 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.

Keywords

ERP system, IS/ICT, pre-sales services, sales services, post-sales services, consulting services, services fee, audit, strategic analysis, process analysis, information strategy, feasibility study, target concept, version, implementation, data migration, training, testing, key-user, update, upgrade, hotline, helpdesk, Service Level Agreement (SLA), remote access, guarantees, warranties

Authors

SODOMKA, P.; KLČOVÁ, H.

Released

25. 4. 2018

Publisher

International Business Information Management Association (IBIMA)

Location

Milan, Italy

ISBN

978-0-9998551-0-2

Book

The 31st IBIMA conference

Edition

IBIMA

Pages from

1

Pages to

1

Pages count

1

BibTex

@inproceedings{BUT147381,
  author="Petr {Sodomka} and Hana {Klčová}",
  title="Evaluation of ERP System Services: Czech Market Research Results",
  booktitle="The 31st IBIMA conference",
  year="2018",
  series="IBIMA",
  pages="1--1",
  publisher="International Business Information Management Association (IBIMA)",
  address="Milan, Italy",
  isbn="978-0-9998551-0-2"
}