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Reducing the IT Personnel’s Workload in IT Self-Services
Jönköping University, School of Engineering, JTH, Department of Computer Science and Informatics.ORCID iD: 0000-0002-7431-8412
2018 (English)In: SMR - Journal of Service Management Research, Vol. 2, no 4, p. 19-32Article in journal (Refereed) Published
Abstract [en]

IT operations aims to reduce the IT personnel’s workload in IT self-services, which is not self-evident. This study explores how the IT personnel’s workload can be reduced in IT self-services. A multiple-case study with five IT self-services was conducted. Data was collected from two German IT service providers and a European software company. The problem causing a non-reduction of the IT personnel’s workload in IT self-services is a lack of service production control and it is rooted in knowledge and skill gaps and a free IT self-service outcome. The two solutions to that problem comprise the adoption of five behavioral patterns: chargeback and limitation, standardization of the IT self-service, authorization of employee orders, showback, and training and support. This study is first revealing the mechanisms how IT self-services can be operated successfully from a service operations perspective.

Place, publisher, year, edition, pages
2018. Vol. 2, no 4, p. 19-32
National Category
Computer and Information Sciences
Identifiers
URN: urn:nbn:se:hj:diva-43167DOI: 10.15358/2511-8676-2018-4OAI: oai:DiVA.org:hj-43167DiVA, id: diva2:1290959
Available from: 2019-02-21 Created: 2019-02-21 Last updated: 2021-05-27Bibliographically approved

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Sandkuhl, Kurt

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