Adopting robots in an IT service desk: A qualitative study on critical success factors for adoption of RPA within IT service desks
(2023) SYSK16 20231Department 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)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/9120721
- author
- Vajraca, Irma LU and Nilsson, Lovisa LU
- supervisor
-
- Paul Pierce LU
- organization
- course
- SYSK16 20231
- year
- 2023
- 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}}, }