The Impact of Remote IT Support on Business Productivity
Umar, Muhammad (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202502122704
https://urn.fi/URN:NBN:fi:amk-202502122704
Tiivistelmä
This thesis explores how remote IT support influences business productivity in industrial environments. Utilizing hypothetical data, the study simulates real-life resolution logs of IT Support Ticket system and optional qualitative feedback to demonstrate the methods by which manufacturing operations might measure and improve IT service outcomes. The theoretical framework addresses IT service management (ITIL), socio-technical theory, and technology acceptance models, providing a broad context for analyzing the efficiency of remote support.
This study uses a mixed-methods approach, combining quantitative metrics (resolution times, satisfaction ratings) with qualitative in-sights from user feedback (surveys or interviews). The data was created to mimic realistic distributions of IT incidents, allowing for correlation analysis and identification of best practices. Results indicate that quick resolutions, clear communication paths, and robust escalation protocols significantly reduce downtime, while user acceptance remains heavily reliant on cultural and organizational factors.
The thesis concludes that remote IT support can improve productivity in manufacturing contexts if carefully structured. Recommendations include refining escalation tiers, investing in remote technician expertise, and ensuring transparent communication protocols.
This study uses a mixed-methods approach, combining quantitative metrics (resolution times, satisfaction ratings) with qualitative in-sights from user feedback (surveys or interviews). The data was created to mimic realistic distributions of IT incidents, allowing for correlation analysis and identification of best practices. Results indicate that quick resolutions, clear communication paths, and robust escalation protocols significantly reduce downtime, while user acceptance remains heavily reliant on cultural and organizational factors.
The thesis concludes that remote IT support can improve productivity in manufacturing contexts if carefully structured. Recommendations include refining escalation tiers, investing in remote technician expertise, and ensuring transparent communication protocols.