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Enabling the Transfer of Information Technology Support Knowledge to Enterprise Customers Using Web-based Self-service Systems: Critical Success Factors from the Support Organisation Perspective

Dimension Value
  • Type of the Research Result
  • Empirical Study
    • Other Empirical Study
  • Current Status of Development
  • Not specified
  • Number of Cases
  • Not Specified
  • Functional Area
  • Supporting Processes
    • Other Supporting Processes
  • Company Size
  • Not Specified
  • Lifecycle Phase
  • Post-Utilization
  • Types of Customers of Value Bundles
  • Private Customers
  • Industry Sector
  • Transport and Telecommunication
  • Standardization
  • Not Specified

This paper explores critical success factors (CSFs) in the transfer of after-sales information technology (IT) support knowledge from IT product and service firms that provide IT support services (“IT support organisations”) to enterprise customers, when Web-based Self-service Systems (WSSs) are used. The research explores the topic from an IT support organisation perspective in an interpretive multi-stage study involving six large multinational IT support businesses. Key findings reported in the paper include six categories of CSFs, and twenty-seven CSFs distributed across the six categories.  The findings suggest that researchers and practitioners consider planning and implementing WSSs for after-sales IT support provision within a complex network of IT support organisations, business partners and enterprise customers.

This research result was described by Sanja Tumbas (27. April 2011 - 9:24)
This research result was last edited by Sanja Tumbas (25. November 2011 - 20:56)

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