Title :
Exploring Self-Service Support Methods in IT Service Management
Author_Institution :
IT Service Manage. Res. Group, Univ. of Eastern Finland, Kuopio, Finland
Abstract :
IT service providers are placing more and more resources for implementing self-service channels. Although there are several best practice frameworks available for managing IT service desk, such as IT Infrastructure Library (ITIL), the frameworks do not address well enough how self-service models for IT service management purposes should be designed, implemented or maintained. The research problem of this study is: How do IT service provider organizations use self service methods? A qualitative interview method was used as a main data collection method. The main contribution of the paper is to present results from an interview study focusing on exploring self-service methods in IT service provider organizations and provide lessons learnt based on the interview results.
Keywords :
DP management; IT infrastructure library; IT service desk management; ITIL; data collection method; self-service support method; Companies; Interviews; Knowledge based systems; Knowledge management; Portals; Training;
Conference_Titel :
Service Systems and Service Management (ICSSSM), 2013 10th International Conference on
Conference_Location :
Hong Kong
Print_ISBN :
978-1-4673-4434-0
DOI :
10.1109/ICSSSM.2013.6602598