ABSTRACT
Now, we want to look at IT work from the perspective of Operations Management (OM). As a field of academic study, OM is concerned with the design, operation, and improvement of systems that produce and deliver products and services.1 The OM definition of the term system quickly sets us apart from the conventional IT perspective because, unlike in IT, where system typically refers to automation or a technical solution, in OM, a system includes People, Process, and Technology, i.e., it includes everything that surrounds the use of automation.
