Reducing the IT Personnel's Workload in IT Self-Services

Bär, Florian and Leyer, Michael and Sandkuhl, Kurt (2018) Reducing the IT Personnel's Workload in IT Self-Services. SMR - Journal of Service Management Research, 2 (4). pp. 19-32.

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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.

Item Type: Article
Depositing User: Nikola Ivanovic
Date Deposited: 05 Apr 2019 13:53
Last Modified: 05 Apr 2019 13:53

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