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

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.
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https://hal.archives-ouvertes.fr/hal-01809617
Contributor : Milena-Jael Silva-Morales <>
Submitted on : Wednesday, June 6, 2018 - 9:30:37 PM
Last modification on : Friday, November 6, 2020 - 4:48:33 AM
Long-term archiving on: : Friday, September 7, 2018 - 3:06:33 PM

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  • HAL Id : hal-01809617, version 1

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Milena-Jael Silva-Morales, Sabine Carton. L'influence des Artefacts sur l'évolution routines dans les centres de services S.I. : une étude de cas. 19 Colloque AIM « Le Management à l’épreuve des SI : enjeux, défis et perspectives », Association Information et Management (AIM), May 2014, Aix-en-Provence, France. ⟨hal-01809617⟩

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