Adoption and impact of mobile applications in the IT service domain

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The integration of mobile workplaces poses significant challenges for companies both technically and in terms of business processes. Increasing market pressure and competition necessitate the inclusion of a mobile workforce in IT and business operations. Equipping employees with mobile devices allows them to operate independently from desktop systems. This book combines interdisciplinary approaches from Human Computer Interaction and Business Process Management to enhance tool acceptance among mobile workers. It explores the technical, process, and individual aspects of integrating mobile tools into existing business processes. Empirical evidence from five industry case studies supports the improvement of Key Performance Indicators (KPI) and offers actionable recommendations for introducing mobile tools into established processes. Additionally, a prototype mobile help desk tool was developed and usability tested to assess the impact of Usability Engineering on KPI enhancement. Key findings include: (a) similar business process metrics are influenced by mobile tool deployment across various IT-Service companies, (b) significant process improvements stem from quicker and more accurate data access and transmission rather than faster job processing, and (c) involving users in software development and business process reengineering enhances tool acceptance and shortens the payback period.