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The Intermediary as a Boundary Spanner: Enabling SMEs in Cloud IT Service Outsourcing

This research presentation explores the pivotal role of intermediary consultants in assisting SMEs, particularly within the Irish marketplace, in adopting and leveraging cloud-based SaaS offerings. Focusing on a case study of a restaurant sector SME migrating to Microsoft Office 365, it highlights the necessity of boundary-spanning relationships. By employing qualitative methods including unstructured and semi-structured interviews with key stakeholders, the study uncovers how intermediaries fulfill five critical roles—informational, logistical, transactional, assurance, and customization—supported by the experiences of both the client and intermediary.

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The Intermediary as a Boundary Spanner: Enabling SMEs in Cloud IT Service Outsourcing

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  1. Exploring the role of an intermediary as a “boundary spanner” for SMEs outsourcing IT services to the cloud • Module: Managing Global Sourcing (MIS40690) • Assignment: Research Presentation • Programme of study: MSc in iBusiness –Innovation through ICT (part-time) • Julian Barnes (93501374) • Date of submission: 13/04/2014 • Overall word count: • This assignment is wholly the work of Julian Barnes

  2. The emergence of the boundary-spanning role in developing and maintaining relationships • Previous focus on larger organisations and more traditional forms of outsourcing. • This paper explores the role of the boundary spanning consultant/intermediary in an SME’s adoption & exploitation of cloud based SasS offerings in the Irish marketplace.

  3. Intermediary • Cloud Logic, specialising in migration to Microsoft Office 365 • Part of the Fumbally Exchange incubator co-operative • Here’s their basic proposition: • https://www.dropbox.com/sh/5rnvszstra9aorf/bdjOsDV481

  4. Client • An SME in the Venue & Restaurant sector • 50+ employees in the Dublin head office • 300+ in venues & restaurants across the country • Office 365 migration – mail & data • Sharepoint customisation – “Chinese walls”

  5. Method • Qualitative methodology: • Unstructured interviews • semi-structured interviews • Interviews with Managing Directors of the Client company & the Intermediary • Two views on the value of the intermediary role

  6. Theory • Barnes & Hinton’s five-role classification for cybermediaries: • Informational • Logistical • Transactional • assurance • customisation

  7. Findings • Strong support for this model as applied to Irish SME’s adoption of Cloud Services • Importance of all 5 roles recognised by both Client and Intermediary • Interesting avenues for further study have emerged from the interviews

  8. Acknowledgements • Ken McEnroe, founder Cloud Logic (http://cloudlogic.ie/) • Stephen Keavney, Cloud Logic Animation • That Masked SME – will they be unveiled??? • Fumbally Exchange (http://www.fumballyexchange.com/) • Barnes, D., & Hinton, M. (2007), Developing a framework to analyse the roles and relationships of online intermediaries, International Journal of Information Management 27 (2007) 63–74.

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