Studying teamwork in global IT support

Author

Davidson, Elizabeth J. ; Tay, Albert S M

Author_Institution

Dept. of Inf. Technol. Manage., Hawaii Univ., Manoa, HI, USA

fYear

2003

fDate

6-9 Jan. 2003

Abstract

As modern organizations increasingly operate in a global economy, they need IT support around the globe; favorable economic conditions also encourage the use of offshore IT teams. However, when IT efforts "go global," issues and challenges typical of IT development and support are magnified. In this paper, we review and integrate three research areas that contribute to our understanding and management of global IT support teams: studies of global teamwork practices, small group dynamics theory, and studies of virtual teams. We review key findings from these areas and discuss a case example of global IT support to illustrate the insights possible through these research perspectives. We conclude by outlining an agenda for future research on teamwork in global IT support.

Keywords

groupware; human resource management; information technology; team working; technical support services; IT development; global IT support team management; global economy; global teamwork practices; group dynamics theory; offshore IT teams; teamworking; virtual teams; Appropriate technology; Business communication; Computational Intelligence Society; Educational institutions; Enterprise resource planning; Information management; Information technology; Teamwork; Technology management; Virtual groups;

fLanguage

English

Publisher

ieee

Conference_Titel

System Sciences, 2003. Proceedings of the 36th Annual Hawaii International Conference on

Print_ISBN

0-7695-1874-5

Type

conf

DOI

10.1109/HICSS.2003.1173663

Filename

1173663