While IS function has gained widespread attention for over two decades, there is little consensus among information systems (IS) researchers and practitioners on how best to evaluate IS function’s support performance. This paper reports on preliminary findings of a larger research effort proceeds from a central interest in the importance of evaluating IS function’s support in organisations. This study is the first that attempts to re-conceptualise and conceive evaluate IS function’s support as a multi-dimensional formative construct. We argue that a holistic measure for evaluating evaluate IS function’s support should consist of dimensions that together assess the variety of the support functions and the quality of the support services provided to end-users. Thus, the proposed model consists of two halves, ‘Variety’ and ‘Quality’ within which resides seven dimensions. The Variety half includes five dimensions: Training; Documentation; Data-related Support, Software-related Support; and Hardware-related Support. The Quality half includes two dimensions: IS Support Staff and Support Services Performance. The proposed model is derived using a directed content analysis of 83 studies; from top IS outlets, employing the characteristics of the analytic theory and consistent with formative construct development procedures.
Rabaa’i, Ahmad A.; Gable, Guy G.; Bandara, Wasana; and Fielt, Erwin, "Re-Conceptualising IS Function's Support Performance: A Preliminary Model" (2010). PACIS 2010 Proceedings. 38.