Implementing ERP with Maintenance and Support in Mind: Exploring the Efficacy of Application Management Services for the Post-Implementation Phase

Abstract

Prior ERP research has focused primarily on adoption and implementation; however, in an ERP implementation, maintenance and support (M&S) also has a significant impact on the long-term viability and financial expenditures of organizations. Many organizations turn to application management service (AMS) providers to manage ERP M&S. We surveyed professionals knowledgeable in their companies’ use of AMS for ERP. We find associations between variables consistent with a business case of “keep the lights on” versus “value-driven” partnership and benefits achieved from the arrangement. We also examine activities that should lead to more M&S success: customization, quality documentation, and process standardization. We find associations between some of these variables and (1) more focus on M&S during implementation, (2) challenges transitioning to AMS, and (3) quality of AMS support. Our results are a first step toward research in AMS for ERP M&S and add to the AIS literature on the ERP post-implementation stage.