Information Technology Reference
In-Depth Information
A Design of Business-Technology Alignment Consulting
Framework
Kecheng Liu¹, Lily Sun², Dian Jambari², Vaughan Michell¹, and Sam Chong³
1
Informatics Research Centre, University of Reading, PO Box 241, Whiteknights,
Reading, RG6 6WB, UK
k.liu@henley.reading.ac.uk, v.a.michell@reading.ac.uk
2
School of Systems Engineering, University of Reading, Whiteknights, Reading, Berkshire,
RG6 6AY, UK
{lily.sun,j.dianindrayani}@reading.ac.uk
3
CTO Emerging Solution Group, Cisco APAC, Capital Tower,
168 Robinson Rd #26-01 to #29-01 Singapore
sachong@cisco.com
Abstract.
Current work on applying scientific methods to capture the cultural
values as requirements for business-IT alignment has been scarce, even though
organisations acknowledge its significant impact. This paper introduces a Busi-
ness-Technology Alignment Consulting Framework that adopts an Organisa-
tional Semiotics approach to capture cultural values from both formal norms
and informal hidden social norms that can significantly impact the actual vs
perceived alignment. A set of techniques in the framework are described for its
use in conducting consulting analysis. Business Service Analysis is the core
analysis that provides the holistic structure of the business services. Business
Service Valuation calculates the service cultural values to complement the Busi-
ness Service Analysis. Business Service Norms Analysis captures the business
norms that govern the business service. A case study example is used to illustrate
the analysis templates to holistically represent the business services. The signifi-
cance of the consulting framework and future work are also discussed.
Keywords:
business-technology alignment, consulting framework, socio-
technical approach, consulting requirements analysis, norm analysis.
1 Introduction
Organisations have acknowledged the importance of a well aligned business and IT to
ensure competitiveness. However, achieving alignment is difficult due to challenges
such as poor shared knowledge management [1], rigid alignment strategy constricting
the ability to adapt to changes [2] and miscommunication due to “language” differ-
ences between the business and IT domain [3]. The failure to capture and account for
social views and influences can affect alignment problems [4]. IT spending is an or-
ganisation's major investments. Increasingly complex and expensive IT deliveries
[5],[6]directly impacts an organisation's business performance and has reigned as one
of their top concerns [7]. The alignment quality is measured by 1) the value added by
