The role of ICTs in the servitisation and degradation of IT professional work

Clive Trusson (Corresponding Author), Donald Hislop, Neil F Doherty

Research output: Contribution to journalArticlepeer-review

11 Citations (Scopus)


Recently IT work has been subjected to management approaches that apply production methods to service work. Specialised information and communication technologies (ICTs) used by IT professionals have played an important role in this ‘service turn’, but this has not been adequately explored in the literature. Via a qualitative study of IT professionals situated across the servitised IT functions of five UK‐based organisations, this article considers how these ICTs are inscribed with managerial logics that afford control benefits to managers while undermining professional autonomy and job quality. The article makes two main contributions to the literature. Firstly, it sheds light on how ICTs introduced into organisational IT functions support managerial control objectives and impact the job quality of IT professionals. Secondly, it suggests that ICTs may infect the logic of professionalism that takes pride in the quality of the work performance with a dominant managerial logic that places an emphasis on meeting management objectives.
Original languageEnglish
Pages (from-to)149-170
Number of pages22
JournalNew Technology, Work and Employment
Issue number2
Early online date19 Jun 2018
Publication statusPublished - Jul 2018


  • IT work
  • autonomy
  • IT service management
  • de-skilling
  • control
  • servitisation
  • job quality


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