Differentiated Management of IT Service Workers

Clive R. Trusson
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引用次数: 0

Abstract

This article examines how the widespread adoption of IT service management best practices challenges traditional approaches to managing IT workers. Via a multiple case study of servitized IT functions, it was found that IT service workers might be usefully segmented into four groups: ‘Customer-focussed Technicians’, ‘Developing IT Talent’, ‘Skilled IT Artisans’, and ‘Skilled IT Locals’. It is proposed that this segmentation is useful for managers practicing in IT functions that combine compatible IT service management and IT project management ‘best practices’. Specifically, such employee segmentation may enable differentiated people management practices to improve worker performance within IT functions delivering IT service projects and ongoing service provision.
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IT服务人员的差异化管理
本文研究了IT服务管理最佳实践的广泛采用如何挑战管理IT工作者的传统方法。通过对服务化IT职能的多个案例研究,我们发现IT服务人员可以分为四组:“以客户为中心的技术人员”、“发展中的IT人才”、“熟练的IT工匠”和“熟练的IT本地人”。有人建议,这种分割对于将兼容的It服务管理和It项目管理“最佳实践”结合起来的It功能的管理人员是有用的。具体地说,这样的员工细分可能使差异化的人员管理实践成为可能,从而提高员工在交付IT服务项目和持续服务提供的IT职能中的绩效。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
1.70
自引率
25.00%
发文量
20
期刊介绍: The mission of International Journal of Information Technology Project Management (IJITPM) is to provide a forum for practitioners and researchers from both public and private sectors of project management professionals, along with information systems researchers, software developers and vendors, to contribute and to circulate ground-breaking work, and to shape future directions for research, as well as to help project leaders and managers apply various advanced techniques in information systems. It encourages discussions on how the various information systems can improve project management as well as how advances in project management can affect the growth of information systems.
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