Title: Structure of organisational information technology service

Authors: D.H. Drury

Addresses: Faculty of Management, McGill University, 1001 Sherbrooke St. West, Montreal, Quebec, Canada

Abstract: Information Technology support services are in crisis, due to dramatically increased expectations and stable or dwindling funding. IT operating problems are detrimental to end user productivity and satisfaction. Support has become a key driver in obtaining value from Information Technology. The difference between what users expect and what they actually receive is the support gap. The results of an empirical investigation show that the support gap negatively affects key organisational success factors. Further, it is demonstrated that the total support gap is divisible into two major components. The first is referred to as the expectation gap which is distinct from the second, the realisation gap. Each component has different causes. In order to reduce the support gap, different management actions are required for each of the two components. The results suggest that minimising IT support gaps requires a range of different actions including modifying expectations, changing the approach to training, and developing partnerships.

Keywords: information technology support; service gaps; information technology productivity; information technology spending.

DOI: 10.1504/IJSTM.2002.001637

International Journal of Services Technology and Management, 2002 Vol.3 No.4, pp.380-397

Available online: 13 Aug 2003 *

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