Monitoring business value of IT, from idea creation to value realization
Bottacci, Erika (2023)
Diplomityö
2023
School of Engineering Science, Tuotantotalous
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2023072490936
https://urn.fi/URN:NBN:fi-fe2023072490936
Tiivistelmä
The present document is an exploratory study that helps IT and business managers in large organizations understand the correct approach to monitoring the achievement of business value throughout the planning and building phases of the IT service delivery process.
The study, built around a triangulation design, uses abduction as a reasoning approach. A systematic literature review identifies the factors influencing intrinsic business values in IT service delivery. A case study with a Finnish large organization collects qualitative information from interviews, informal conversations, and workshops with the experts. Whereas, a questionnaire applied to the public via LinkedIn collects qualitative and quantitative information that validate the findings from the literature survey and case study. The theories used are the Socialization, Externalization, Combination, and Internalization (SECI) model, and the Quality Function Deployment (QFD) methodology.
As a result, the thesis presents a holistic method to track the creation of intangible value throughout a business process. It also identifies the success factors, namely data management and prioritization, that influence the delivery of value for an IT service. Finally, it conceptualizes a monitoring solution needed to verify whether planning and building activities contribute to business value creation. By doing so, the study shows how to translate intangible business values into engineering characteristics and finds that planning is the key phase of project management that leverages value creation in the IT service delivery process.
The study, built around a triangulation design, uses abduction as a reasoning approach. A systematic literature review identifies the factors influencing intrinsic business values in IT service delivery. A case study with a Finnish large organization collects qualitative information from interviews, informal conversations, and workshops with the experts. Whereas, a questionnaire applied to the public via LinkedIn collects qualitative and quantitative information that validate the findings from the literature survey and case study. The theories used are the Socialization, Externalization, Combination, and Internalization (SECI) model, and the Quality Function Deployment (QFD) methodology.
As a result, the thesis presents a holistic method to track the creation of intangible value throughout a business process. It also identifies the success factors, namely data management and prioritization, that influence the delivery of value for an IT service. Finally, it conceptualizes a monitoring solution needed to verify whether planning and building activities contribute to business value creation. By doing so, the study shows how to translate intangible business values into engineering characteristics and finds that planning is the key phase of project management that leverages value creation in the IT service delivery process.