Name
Abstract | ||
|---|---|---|
The phenomenon of solving one's own technological problem without seeking the help of the IT department is increasing. Up to 54% of organizations are predicted to use IT self-service as an alternative way to provide services to its employees. The concept gained little attention in IS discipline despite its emerging role in modern IT departments. To explore IT self-service engagement, this paper follows an exploratory approach. Interviews are being collected from users and IT professionals working in the domain of IT service delivery. Applying grounded theory principles, particular that of open, axial and selective coding, the study will allow the concept of IT self-service engagement to emerge from the data, along with its causal conditions, intervening conditions, contextual conditions, strategies and outcomes. This study will also place the phenomenon of IT self-service within the stream of IT service research as well as identify strategies that promote IT self-service engagement within the organization. |
Year | Venue | Keywords |
|---|---|---|
2017 | AMCIS 2017 PROCEEDINGS | IT self-service, grounded theory |
Field | DocType | Citations |
Grounded theory,Social psychology,Self-service,Computer science,Engineering ethics,Knowledge management | Conference | 0 |
PageRank | References | Authors |
0.34 | 0 | 2 |
Name | Order | Citations | PageRank |
|---|---|---|---|
| Ibtissam Zaza | 1 | 0 | 1.01 |
| Iris A. Junglas | 2 | 577 | 30.32 |