Who needs the help desk? Tackling one's own technological problem via self IT service. Issue 3 (September 2021)

• Record Type: Journal Article
• Authors: Zaza, Sam; Junglas, Iris; Armstrong, Deborah J.
• Is Part Of: Information and organization. Volume 31:Issue 3(2021)
• Publication Date: 2021-09
• Subjects: Self IT service -- Technological problem -- IT personnel -- Grounded theory -- Qualitative; Information resources management -- Periodicals; Organizational change -- Periodicals; Information technology -- Social aspects -- Periodicals; Accounting -- Data processing -- Periodicals; Management information systems -- Periodicals; Comptabilité -- Informatique -- Périodiques; Systèmes d'information de gestion -- Périodiques; Electronic journals; 658.4
• DOI: 10.1016/j.infoandorg.2021.100367
• Languages: English
• ISSNs: 1471-7727

Abstract

Abstract: Individuals are becoming more technologically savvy and self-sufficient, often transferring what they have learned in the personal realm of apps and chats into the organizational realm. Self information technology (IT) service, or an employees' attempts to solve their technological problem without first seeking the assistance of the IT department personnel, is a phenomenon that has been witnessed for a while but has not yet achieved sufficient theoretical scrutiny. Grounded in qualitative data collected from IT department personnel, an initial theory of self IT service is presented that denotes self IT service as a distinct concept with its own set of drivers and effects. Our study not only informs and expands existing conceptualizations of IT service, but also provides insights for researchers and organizations on how to harness the self IT service phenomenon for their advantage. Highlights: Self IT service is a concept that has its own merits, with drivers and effects. Interviews with IT professionals were conducted. Grounded theory was used to develop the nomological network of self IT service. Self IT service impacts the individual, IT department, and the organization.