IT Service Management in Multiple Actor Network: Service Support from Customer's Point of View

Antti Lahtela, Marko Jäntti
Many IT customer organizations see service support and multiple actor network as a big challenge. Multiple actor network may cause several types of problems between different organizations, such as communication gaps, unclearness in roles and responsibilities, contract related challenges, lost incidents and conflicts in understanding the content of agreements between development and continuous services. The research problem of this study is: how IT service support can be improved from an IT
more » ... omer organization's perspective? The main contribution of this paper is to describe multiple actor network of IT service support. A case study research method with a single case from Finnish public sector was used as a main research method.