Differentiated management of IT service workers: applying segmentation theory

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-focus...

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Bibliographic Details
Main Author: Clive Trusson
Format: Default Article
Published: 2022
Subjects:
Customer Service
Human Resource Management
IT Career
IT Service Management
ITIL
ITSM
IT Service Projects
Knowledge Work
People Management
Segmentation
Servitization
Talent Management
Online Access:https://hdl.handle.net/2134/19448141.v1
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