TABLE OF CONTENTS Building an information system, an online, distributed, integrated customer service system is generally not an exercise in rationality . It is a statement of war or at the very least a threat to all interests that are in any way involved with customer service.
K. Laudon, A General Model for Understanding the Relationship between Information Technology and Organisation (1989)
Expenditures on IT capital were less effective than any other type of expenditure considered. The reason is that firms focus too much on how technology is used instead of what it is used for.
D. Schnitt, Re-engineering the Organisation using Information Technology (1993)
The effective control of information technology costs is difficult. As mentioned in Chapter 5, vast amounts of funds are spent on IT by both private and public organizations and it is, in many cases, not entirely clear whether these sums are well invested.
According to research conducted in various parts of the world, one of the most frequently cited challenges facing IT managers today is cost containment. Despite the difficulties it presents, cost containment is drawing an increasing amount of interest from senior management who are insisting that IT costs be managed in a more effective way. This had led to researchers and consultants becoming increasingly interested in how IT costs are incurred, how they are planned, monitored, managed and controlled. There is still a degree of controversy as to the appropriate management policies to implement in order to ensure that...
