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

Authors

Vanessa A. Cooper, Deakin UniversityFollow
Sharman Lichtenstein, Deakin UniversityFollow
Ross Smith, Deakin UniversityFollow

Abstract

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.

Recommended Citation

Cooper, Vanessa A.; Lichtenstein, Sharman; and Smith, Ross, "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" (2006). ACIS 2006 Proceedings. 31.
https://aisel.aisnet.org/acis2006/31