Title: Case study on estimating the financial impact of IT process alignment

Authors: Eunil Park; Jay Ohm; Sang Jib Kwon

Addresses: Division of Media, Culture, and Design Technology, Hanyang University, 55 Hanyangdeahak-ro, Sangnok-gu, Ansan, Gyeonggi-do, 15588, South Korea ' College of Business, Korea Advanced Institute of Science and Technology (KAIST), 291, Daehak-ro, Yuseong-gu, Daejeon 34141, South Korea ' Department of Business Administration, Dongguk University, 123, Dongdae-ro, Gyeongju-si, Gyeongsangbuk-do 38066, South Korea

Abstract: The current study is designed to be used as supplementary material for potential professionals in the area of IT process alignment. This study deals with automation of trouble ticketing system. With this new technology, the company needs to properly align their IT processes with investment model and automation. The proper alignment will bring about dramatic improvements in their business performance. This case study walks through the major components in estimating the financial impact of IT process alignment.

Keywords: IT process; trouble ticketing system; IT consulting.

DOI: 10.1504/IJITM.2018.092887

International Journal of Information Technology and Management, 2018 Vol.17 No.3, pp.217 - 236

Accepted: 14 Aug 2016
Published online: 02 Jul 2018 *

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