Staffing Issues of Information Systems from the Viewpoint of Operations Management of Services

The essential ingredients of service triangle model are analyzed – the vision, or service strategy, for the product or service; the customer-oriented staff; the customer-friendly systems. The system approach is applied to the model and three basic support systems are identified – capacity planning, material planning, and information ones. A new service pyramid model of support systems is proposed. One common component is settled in the new model that is determined as back-office staff – managers and employees whose issues are discussed in the case of information system. Conclusions and recommendations for further applications are formulated