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We use IT systems to manage knowledge. Information about customers, products and services are managed by specially designed applications (like CRM and ERP). Procedures, working methods, reports, contracts and other documents are managed by document management systems (DMS). Information on employees is managed by human resources information systems (HRIS).
In Western economies, which are increasing service-based, these IT systems are critical to the organisation’s efficient and effective operation. The development of online services in recent years has drastically increased the impact of IT in business.
So it is an alarming fact that a very high percentage of IT projects do not achieve their goals. Because all too often only the technical side of those projects are prepared.
Just as alarming, is the fact that large organisations need increasing numbers of IT specialists to ensure that their applications develop in tack with their organisation. In the existing jumble of applications it is increasingly tough to distinguish real transactions and every change to the data structure or processes has a substantial impact.
Working IT systems go beyond the merely technical. In basic technical terms, applications obviously have to be stable, but that is only the home plate. The application has to be configured specially for the organisation; that configuration has to be managed (functional management); users have to be trained and assisted (change management) and use has to be monitored (governance). Only when these bases have been covered and the result has been integrated into the organisation’s day-to-day working can we speak in terms of working IT systems. |
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