The Role of ICTs in the Servitisation and Degradation of it Professional Work

22 Pages Posted: 13 Jul 2018

See all articles by Clive Trusson

Clive Trusson

Loughborough University

Donald Hislop

Loughborough University - School of Business and Economics

Neil F. Doherty

Deceased

Date Written: July 2018

Abstract

Recently IT work has been subjected to management approaches that apply production methods to service work. Specialised information and communication technologies (ICTs) used by IT professionals have played an important role in this ‘service turn’, but this has not been adequately explored in the literature. Via a qualitative study of IT professionals situated across the servitised IT functions of five UK‐based organisations, this article considers how these ICTs are inscribed with managerial logics that afford control benefits to managers while undermining professional autonomy and job quality. The article makes two main contributions to the literature. Firstly, it sheds light on how ICTs introduced into organisational IT functions support managerial control objectives and impact the job quality of IT professionals. Secondly, it suggests that ICTs may infect the logic of professionalism that takes pride in the quality of the work performance with a dominant managerial logic that places an emphasis on meeting management objectives.

Keywords: IT work, autonomy, IT Service Management, de‐skilling, control, servitisation, job quality

Suggested Citation

Trusson, Clive and Hislop, Donald and Doherty, Neil F., The Role of ICTs in the Servitisation and Degradation of it Professional Work (July 2018). New Technology, Work and Employment, Vol. 33, Issue 2, pp. 149-170, 2018. Available at SSRN: https://ssrn.com/abstract=3212454 or http://dx.doi.org/10.1111/ntwe.12109

Clive Trusson (Contact Author)

Loughborough University ( email )

Ashby Road
Nottingham NG1 4BU
Great Britain

Donald Hislop

Loughborough University - School of Business and Economics ( email )

Epinal Way
Leics LE11 3TU
Leicestershire
United Kingdom

Neil F. Doherty

Deceased

N/A

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