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Adopting robots in an IT service desk: A qualitative study on critical success factors for adoption of RPA within IT service desks

Vajraca, Irma LU and Nilsson, Lovisa LU (2023) SYSK16 20231
Department of Informatics
Abstract
Since Robotic Process Automation (RPA) is expected to have the potential of bringing substantial benefits to many of today’s businesses, RPA initiatives are taking an increasingly bigger role in various organizations. Previous research has identified a lack of guidelines in successfully adopting RPA. This deficit includes, but is not limited to a knowledge gap in the adoption of RPA by IT service desks - constituting the particular focus of this study. Specifically, this study aims to investigate the critical success factors (CSFs) for adopting RPA within IT service desks. To do so, the Integrated T-O-E Framework for Technology Adoption is applied. CSFs proposed by prior literature on RPA adoption are reviewed, and the study collects data... (More)
Since Robotic Process Automation (RPA) is expected to have the potential of bringing substantial benefits to many of today’s businesses, RPA initiatives are taking an increasingly bigger role in various organizations. Previous research has identified a lack of guidelines in successfully adopting RPA. This deficit includes, but is not limited to a knowledge gap in the adoption of RPA by IT service desks - constituting the particular focus of this study. Specifically, this study aims to investigate the critical success factors (CSFs) for adopting RPA within IT service desks. To do so, the Integrated T-O-E Framework for Technology Adoption is applied. CSFs proposed by prior literature on RPA adoption are reviewed, and the study collects data via qualitative semi-structured interviews with RPA and IT service desk experts, to establish a set of CSFs validated by both literature and results. The research is limited to the combination of RPA and IT service desks and is conducted in an organization and its franchisee to capture their employees’ experience with RPA within IT service desks. The study concludes on a recommendation of 14 CSFs for the investigated RPA application. (Less)
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author
Vajraca, Irma LU and Nilsson, Lovisa LU
supervisor
organization
course
SYSK16 20231
year
type
M2 - Bachelor Degree
subject
keywords
Robotic process automation, IT service desk, critical success factors, technology adoption
language
English
id
9120721
date added to LUP
2023-06-12 14:19:53
date last changed
2023-06-12 14:19:53
@misc{9120721,
  abstract     = {{Since Robotic Process Automation (RPA) is expected to have the potential of bringing substantial benefits to many of today’s businesses, RPA initiatives are taking an increasingly bigger role in various organizations. Previous research has identified a lack of guidelines in successfully adopting RPA. This deficit includes, but is not limited to a knowledge gap in the adoption of RPA by IT service desks - constituting the particular focus of this study. Specifically, this study aims to investigate the critical success factors (CSFs) for adopting RPA within IT service desks. To do so, the Integrated T-O-E Framework for Technology Adoption is applied. CSFs proposed by prior literature on RPA adoption are reviewed, and the study collects data via qualitative semi-structured interviews with RPA and IT service desk experts, to establish a set of CSFs validated by both literature and results. The research is limited to the combination of RPA and IT service desks and is conducted in an organization and its franchisee to capture their employees’ experience with RPA within IT service desks. The study concludes on a recommendation of 14 CSFs for the investigated RPA application.}},
  author       = {{Vajraca, Irma and Nilsson, Lovisa}},
  language     = {{eng}},
  note         = {{Student Paper}},
  title        = {{Adopting robots in an IT service desk: A qualitative study on critical success factors for adoption of RPA within IT service desks}},
  year         = {{2023}},
}