Information systems failures—a survey and classification of the empirical literature
Oxford Surveys in Information Technology
Four paradigms of information systems development
Communications of the ACM
A spiral model of software development and enhancement
Software risk management
Human-centred methods in information systems: boundary setting and methodological choice
Proceedings of the 2000 information resources management association international conference on Challenges of information technology management in the 21st century
Information Systems for Managers
Information Systems for Managers
Information Systems Development: A Systematic Approach
Information Systems Development: A Systematic Approach
Human Centered Methods in Information Systems: Current Research and Practice
Human Centered Methods in Information Systems: Current Research and Practice
Interpreting Information Systems in Organizations
Interpreting Information Systems in Organizations
Combining IS Research Methods: Towards a Pluralist Methodology
Information Systems Research
Information Systems Strategic Management: An Integrated Approach (Routledge Series in Information Systems)
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This case study concerns IT help desk management within an international airline. The core of what is described relates to attempts at implementing help desk procedures in practice, and illustrates the problems of treating these both as predominantly technology systems and predominantly human systems.From the failures outlined in the case, an alternative approach is proposed, based on the application of methods drawn from an understanding of critical social theory. The practical problems and theoretical issues are discussed, and a theoretically informed framework is applied retrospectively to the case.This allows conclusions to be drawn which, it is argued, strongly support the value of a critically informed approach to human-centered IT help desk issues.