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An investigation of the relationships between users and providers of information technology services for improved IT effectiveness.

机译：调查用户和信息技术服务提供商之间的关系，以提高IT效率。

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摘要

The researcher in this study investigated the perceptual and cultural gap that exists between the users of IT services and the providers of IT services. Modern business and IT are almost indistinguishable and each constituency needs the other to succeed, yet IT initiatives continue to fail with alarming regularity. Research has indicated that business professionals and IT professionals think and behave differently in many important ways, as IT professionals have favored an aptitude for numbers and theories, while business managers have preferred to focus on people, politics, and financial matters. Moreover, IT professionals can often act superior and arrogant when interacting with business professionals.; The goal of the researcher in this study was to investigate the perceptual and cultural relationships versus effectiveness between business professionals and IT professionals. The researcher determined that this problem was best investigated using a qualitative study as this is the most effective method for gaining an understanding of the interrelationships between people. The researcher used inductive reasoning to answer five questions directed at the relationships between four categories: individual beliefs, corporate culture, organizational architecture, and IT effectiveness. This study had no precise hypothesis because the purpose of this type of inquiry is to analyze relationships rather than test them.; The inherent lack of clarity in language between the two groups introduced some validity issues in the results and in measuring the satisfaction of IT services. This is a challenge as requirements such as timeliness, courtesy, and responsiveness are critically important, but also personal, and therefore vary between individuals. The researcher found that business professionals and IT professionals think and communicate differently, and although the two constituencies respect each other's knowledge, the differences lead to different approaches to delivering IT services. The business professionals in this study favored an organizational architecture that provided quick response from a trusted IT partner. IT professionals also believed this model was valid but valued organizational models that featured reusability and standards to ensure system efficiency and reliability.
机译：本研究的研究人员调查了IT服务的用户与IT服务的提供者之间存在的感知和文化鸿沟。现代业务和IT几乎是难以区分的，每个选区都需要对方才能成功，但是IT计划却以令人震惊的规律性继续失败。研究表明，业务专业人员和IT专业人员在许多重要方面的思维方式和行为方式有所不同，因为IT专业人员偏爱数字和理论，而业务经理则更倾向于关注人员，政治和财务事务。此外，IT专业人员在与业务专业人员进行交互时通常可以表现出高超和傲慢。该研究人员的目标是调查业务专业人员和IT专业人员之间的感知和文化关系与有效性之间的关系。研究人员确定，最好使用定性研究来研究此问题，因为这是了解人与人之间相互关系的最有效方法。研究人员使用归纳推理回答了针对四个类别之间关系的五个问题：个人信念，企业文化，组织架构和IT有效性。该研究没有确切的假设，因为这种询问的目的是分析关系而不是检验它们。两组之间语言上固有的缺乏清晰度，在结果和衡量IT服务的满意度方面引入了一些有效性问题。这是一个挑战，因为及时性，礼貌和响应能力等要求至关重要，但也很个人化，因此各个人之间存在差异。研究人员发现，业务专业人员和IT专业人员的思维和沟通方式有所不同，尽管这两个选区尊重彼此的知识，但差异导致交付IT服务的方法不同。这项研究中的业务专业人员偏向于一种组织架构，该架构可从可信赖的IT合作伙伴那里获得快速响应。 IT专业人员也认为该模型是有效的，但是很有价值的组织模型具有可重用性和标准，以确保系统效率和可靠性。

著录项

  • 作者

    McAdams, Arthur C.;

  • 作者单位

    Nova Southeastern University.;

  • 授予单位 Nova Southeastern University.;
  • 学科 Information Science.; Business Administration Management.
  • 学位 Ph.D.
  • 年度 2006
  • 页码 221 p.
  • 总页数 221
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类 信息与知识传播;贸易经济;
  • 关键词

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