@misc{9237471,
  abstract     = {{Software upgrades are a substantial source of instability in enterprise IT ecosystems. Instabilities are most common during the post-adoption phase, when systems must remain operational while evolving. This thesis examines post-adoption software upgrade instability from a sociotechnical perspective. A sequential explanatory mixed-methods design was adopted. The quantitative analysis identified 
recurring patterns in issue categories, operational impact, escalation behaviour, and resolution characteristics. Qualitative findings explain how support practices, coordination breakdowns across roles, governance constraints, and decision-making under uncertainty shape these patterns. The study finds that upgrade instability is not a temporary post-adoption irregularity. Instead, it is a sustained operational condition reinforced over time through sociotechnical mechanisms. Configuration and compatibility issues formed the largest category of upgrade-related incidents. Support practices shaped how instability became visible, detected and understood. Coordination and unclear ownership limit the 
resolution authority, contributing to degraded system states. Decision-making under uncertainty is shown to be structurally embedded in enterprise IT ecosystems. The study contributes a process-based understanding of upgrade instability, shifting focus from discrete failures to ongoing post-adoption
dynamics. The study is based on a single enterprise IT ecosystem, and with that in mind, the findings support analytical generalisation to similar contexts.}},
  author       = {{Björnsdóttir, Gunnþóra Mist and Mpofu, Sharon}},
  language     = {{eng}},
  note         = {{Student Paper}},
  title        = {{Sociotechnical Factors of Post Adoption Software Upgrade Instability in Enterprise IT Ecosystems: A mixed-method study}},
  year         = {{2026}},
}