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

Florian Bär, Michael Leyer and Kurt Sandkuhl

SMR - Journal of Service Management Research, 2018, vol. 2, issue 4, 22-35

Abstract: 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.

Date: 2018
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DOI: 10.15358/2511-8676-2018-4-22

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