Benefits Analysis of IT Investment in Business Support System (BSS) Projects Using Ranti’s Generic IS/IT Business Values: Case Studies of the Indonesian Telecommunication Company

The problem that the organization often face is the difficulty of measuring the effectiveness of IT investment, alignment with business objective, and the benefit map into the part of organization affected. The purpose of this study is to analyze the business benefits of IT investments in Business Support System (BSS) projects, such as Customer Relationship Management (CRM) and Billing system in Indonesian Telecommunication Companies. The method of analysis is using the Ranti’s Generic IS/IT Business Value Table, which is an IT investment management framework. The analysis is also carried out the benefit identified to the units each organization within the company according to the functions of enhanced Telecom Operation Map (eTOM), which are the framework of the business process in the Telecommunication industry. The result show from case studies that the benefits provided by BSS projects are to increase business capacity (IRE-01) and improve service quality (IQU-03. The benefits obtained are more relating to business development of product and improve service quality of customer. The eTOM 2018 functions which get business values benefit are Product (7 sub-categories), Customer (3 sub-categories), Service (3 sub-categories), Resource (3 sub-categories), and Marketing (1 sub-category)