Research that examines Information Technology (IT) value has called for studies to explore the co-creation of value, including in multi-firm environments. This study draws upon the practice of IT governance in a successful large-scale IT deployment, wherein private and public firms were involved as customer service providers with the principal, a large government department. Drawing on customer-centric co-creation concepts from marketing research, through comparative analysis and related application to our case study, we detail the merit of a service-oriented approach to co-creating value from IT and the assistance COBIT and Val IT can provide. Importantly, we identified determinates of co-created value in a multi-firm environment, although our analysis reveals some need to evolve COBIT and Val IT to improve guidance regarding the mechanisms required to achieve this in such environments.

You do not currently have access to this content.