L'influence des Artefacts sur l'évolution routines dans les centres de services S.I.: une étude de cas

Milena-Jael Silva-Morales () and Sabine Carton ()
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Milena-Jael Silva-Morales: UGA [2016-2019] - Université Grenoble Alpes [2016-2019]
Sabine Carton: CERAG - Centre d'études et de recherches appliquées à la gestion - UPMF - Université Pierre Mendès France - Grenoble 2 - CNRS - Centre National de la Recherche Scientifique

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Abstract: This research aims at study the role of artifact on routines in the process of information systems support. A case study with the performative approach of D'Adderio (2011) was used to analyze in depth the role of artifacts on the ostensive and performative aspects of routines. The results confirm to the Adderio theory (2008, 2011) that positions the artifacts at the center of routines. The case has also shown that the integration of knowledge management in the " service desk systems " to centralize procedures to support and improve the responsiveness of agents who perform these processes.

Keywords: Organizational routines; artifacts; service desk; support de systèmes d'information; Routines organisationnelles; artefacts (search for similar items in EconPapers)
Date: 2014-05-20
Note: View the original document on HAL open archive server: https://hal.science/hal-01809617v1
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Published in 19 Colloque AIM « Le Management à l’épreuve des SI : enjeux, défis et perspectives », Association Information et Management (AIM), May 2014, Aix-en-Provence, France

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