Volume 11, 2023: Issue 1

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IT support services conceptual engagement model


Tamer Fahmy, Meta, Ireland

Roisin Mullins, University of Wales Trinity Saint David, United Kingdom


The Information Technology (IT) Support Engagement Conceptual Model was considered in light of IT service management (ITSM) frameworks, including the IT Infrastructure Library (ITIL) and the Service Support and Service Delivery (SSSD) models in addition to the Ansoff strategic planning model. The IT service growth strategies model proposes a standardized approach to frame the enterprise Business to Business (B2B) IT services growth strategies from operational efficiency, diversification, evaluation, and incubation. The model identifies the IT support service strategies and priorities by examining the product maturity and support service status in the organization. The IT Support Conceptual Engagement Model provides a standardized decision-making strategic framework to view the support service ‘onboarding’ decision-making criteria. This model proposes three service influencing constructs that are; impact, volume, and complexity, aligned with corporate strategy to govern the service delivery decision-making process. The main contribution of this paper is to introduce the IT Support Engagement Conceptual Model as a novel framework to explain how enterprises can capture, identify, and strategize opportunities to expand an organization’s IT services in line with the corporate objectives. The model recommends different approaches and strategies to deal with different impact, volume, and complexity influencing factors while catering to any organization’s nuanced factors.


IT support services, IT support services planning, knowledge sharing, IT support strategies




Research paper


The Online Journal of Applied Knowledge Management (OJAKM), ISSN: 2325-4688


International Institute for Applied Knowledge Management (IIAKM)


16 February 2023


15 March 2023; 4 May 2023; 19 July 2023


28 August 2023

Accepting Editor:

Meir Russ