The Importance of the IT-End User Relationship Paradigm in Obtaining Alignment Between IT and the Business

Abstract

Sound relationships between IT professionals and their business counterparts (end users) could be regarded as one of many important factors playing a role during the alignment process between IT and the business. Research has, for example, shown that aligning with anything other than the customer leads to only momentary success. The chapter describes IT-end user relationships as intriguing and complex. These relationships should be seen and managed as multidimensional entities. Two such dimensions, the physical and abstract dimensions, form the basis of IT-end user relationships. These two dimensions enable one to fully describe the holistic nature of such relationships and to encapsulate the important elements of a support-oriented organization, namely mutuality, belonging and connection. The chapter describes how sound relationships can enhance alignment between the business and IT. A conceptual model for maintaining alignment is also introduced.