Differentiated management of IT service workers: applying segmentation theory

This article examines how the widespread adoption of IT service management best practices challenges traditional approaches to managing IT workers. Via a multiple case study of servitized IT functions, it was found that IT service workers might be usefully segmented into four groups: ‘Customer-focussed Technicians’, ‘Developing IT Talent’, ‘Skilled IT Artisans’, and ‘Skilled IT Locals’. It is proposed that this segmentation is useful for managers practicing in IT functions that combine compatible IT service management and IT project management ‘best practices’. Specifically, such employee segmentation may enable differentiated people management practices to improve worker performance within IT functions delivering IT service projects and ongoing service provision.