Investigation of factors that strongly influence the outcomes of information technology (IT) systems investments

Since the early 1960s, commercial computing has seen major advances in software engineering and management, enabling progressively greater outcome predictability of information technology business systems products (ITBSPs). However, IT systems investments (ITSIs) that depend on ITBSPs to achieve their goals, have not enjoyed a similar increase in outcome predictability and acceptance. To better understand this phenomenon, an in depth study of the experiences of 45 managers and consultants covering 9 ITSIs across 6 organisations was conducted. The systems investments were selected as being either surprisingly successful or surprisingly problematic. This paper discusses a model that integrates several findings about the type of work, evolutionary phases, domains of activity and impact factors that influence the conduct and outcomes of ITSIs. The findings reported here were shared by successful but not problematic IT systems investments. Guidelines for defining and managing the work types reported here have also been developed in the research and these are summarised.