Enhancement of IT support strategy : a case study of AK BARS Bank
Vasilev, Ruslan (2022)
Diplomityö
2022
School of Engineering Science, Tuotantotalous
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2022113068203
https://urn.fi/URN:NBN:fi-fe2022113068203
Tiivistelmä
The issue of IT strategy from the point of view of improving the efficiency of IT resources maintenance is explored in following master thesis by providing a literature review, developing an approach and method for developing an IT strategy and practical approbation in the form of a case study of the problem of a low level of achievement of strategic IT goals in AK BARS Bank.
The results of this work are: an approach to developing an IT strategy based on the Model of the importance of IT strategy for the company's stakeholders and their typical expectations, which assumes alignment of business and IT strategy goals, taking into account the interests of 4 stakeholders: top managers, IT managers, business and IT employees; a method of IT strategy development based on the analysis of the literature of researchers, business and IT experts, which combines the best practices and includes a method of analysing the voice of an internal client on IT processes; strategic recommendations for improving the efficiency of planning and management of IT resources and tactical recommendations for improving the efficiency of the IT support service in AK BARS Bank.
The results of this work are: an approach to developing an IT strategy based on the Model of the importance of IT strategy for the company's stakeholders and their typical expectations, which assumes alignment of business and IT strategy goals, taking into account the interests of 4 stakeholders: top managers, IT managers, business and IT employees; a method of IT strategy development based on the analysis of the literature of researchers, business and IT experts, which combines the best practices and includes a method of analysing the voice of an internal client on IT processes; strategic recommendations for improving the efficiency of planning and management of IT resources and tactical recommendations for improving the efficiency of the IT support service in AK BARS Bank.