Gerenciando Serviços Terceirizados de TI com Base nas Práticas de Gerenciamento de Projetos: Estudo de Múltiplos Casos e Proposição de um Modelo Avaliativo

This article aims to discuss the matters involving the contracting and management of outsourced IT services. To meet the stated aim, a qualitative and exploratory research, based on multiple case studies, covering Brazilian companies, was performed. The data analysis has indicated that companies are not sufficiently empowered for building consistent and strong relationships with third party service providers, although these companies are aware the choice of outsourcing is not just about selecting and contracting a vendor, but it also involves a decision which requires monitoring and adaptation to the organizational structure and how the remaining IT should operate. As a contribution arising from the analysis and obtained results, it is proposed an evaluation model for ICT outsourced services based on project management best practices.