Compensation of IT Service Management Employees: Role of Human Capital and Organizational Factors

摘要

One of the key challenges that IT organizations face is to find effective ways to recruit and retain highly qualified IT employees within the constrained budget. With the rising importance of IT service quality, it has become imperative for organizations to manage and retain qualified IT Service Management (ITSM) employees. Organizations rely on their in-house ITSM team and the outsourced IT systems to be able to cumulatively deliver high quality IT services. While IT outsourcing has become a norm in many organizations, its potential impact on in-house ITSM employee compensation and job outcomes, such as job satisfaction and turnover intentions, has remained under examined. We develop a model that examines the interplay between human capital factors such as educational qualifications, employee compensation, employee job outcomes, and two organizational factors - IT outsourcing and ITSM size. We conducted a survey of ITSM employees from 423 organizations and found support for the model.