IT support services conceptual engagement model

Fahmy, Tamer and Mullins, Roisin (2023) IT support services conceptual engagement model. Online Journal of Applied Knowledge Management, 11 (1). pp. 14-29. ISSN 2325-4688

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Abstract

The Information Technology (IT) Support Engagement Conceptual Model was considered in light of IT service management (ITSM) frameworks, including the IT Infrastructure Library (ITIL) and the Service Support and Service Delivery (SSSD) models in addition to the Ansoff strategic planning model. The IT service growth strategies model proposes a standardized approach to frame the enterprise Business to Business (B2B) IT services growth strategies from operational efficiency, diversification, evaluation, and incubation. The model identifies the IT support service strategies and priorities by examining the product maturity and support service status in the organization. The IT Support Conceptual Engagement Model provides a standardized decision-making strategic framework to view the support service ‘onboarding’ decision-making criteria. This model proposes three service influencing constructs that are; impact, volume, and complexity, aligned with corporate strategy to govern the service delivery decision-making process. The main contribution of this paper is to introduce the IT Support Engagement Conceptual Model as a novel framework to explain how enterprises can capture, identify, and strategize opportunities to expand an organization’s IT services in line with the corporate objectives. The model recommends different approaches and strategies to deal with different impact, volume, and complexity influencing factors while catering to any organization’s nuanced factors.

Item Type: Article
Additional Information: ** From Crossref journal articles via Jisc Publications Router ** History: epub 29-09-2023; ppub 29-09-2023; issued 29-09-2023.
Uncontrolled Keywords: IT support services, IT support services planning, knowledge sharing, IT support strategies
Subjects: H Social Sciences > HF Commerce
Q Science > QA Mathematics > QA75 Electronic computers. Computer science
SWORD Depositor: JISC Publications Router
Depositing User: JISC Publications Router
Date Deposited: 09 Oct 2023 12:21
Last Modified: 09 Oct 2023 12:21
URI: https://repository.uwtsd.ac.uk/id/eprint/2623

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