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L'influence des Artefacts sur l'évolution routines dans les centres de services S.I. : une étude de cas

Author

Listed:
  • Milena-Jael Silva-Morales

    (UGA [2016-2019] - Université Grenoble Alpes [2016-2019])

  • Sabine Carton

    (CERAG - Centre d'études et de recherches appliquées à la gestion - UPMF - Université Pierre Mendès France - Grenoble 2 - CNRS - Centre National de la Recherche Scientifique)

Abstract

This research aims at study the role of artifact on routines in the process of information systems support. A case study with the performative approach of D'Adderio (2011) was used to analyze in depth the role of artifacts on the ostensive and performative aspects of routines. The results confirm to the Adderio theory (2008, 2011) that positions the artifacts at the center of routines. The case has also shown that the integration of knowledge management in the " service desk systems " to centralize procedures to support and improve the responsiveness of agents who perform these processes.

Suggested Citation

  • Milena-Jael Silva-Morales & Sabine Carton, 2014. "L'influence des Artefacts sur l'évolution routines dans les centres de services S.I. : une étude de cas," Post-Print hal-01809617, HAL.
    • Handle: RePEc:hal:journl:hal-01809617
    Note: View the original document on HAL open archive server: https://hal.science/hal-01809617
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    References listed on IDEAS

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