IT-supporten i kommunala verksamheter: En fallstudie av Umeå kommun

Sammanfattning: The objective of this study was to examine how an IT department has been affected by the changes of increased local usage of IT, and how the usage have affected municipalities IT departments demands of IT support. In the study we explore how both the IT department and the IT support works by interviewing present and former employees at the local IT department. The current IT department have undergone a series of local changes over the last 20 years, the department has gone from only having internal users to getting the entire municipalitiy’s agencies of IT as users. It started with how the municipality began to dig down fiber optic cable in the middle of the 1990’s, and today has started to develop solutions as to how to meet the demands of future usage of IT. The goal of this study is to contribute to getting a better understanding of how IT-support has changed over time when the work assignments has increased. The main impact that we have identified is the development of IT-solutions and the increase of employees IT competence.