How to Successfully Manage an IT Department Under Turbulent Conditions: A Case Study

Abstract

The case study describes the history of the IT department of a South African bank and how it started to introduce information technology to gain competitive advantage. Apart from explaining how the IT department made progress through the years, the case study explains the problems and frustrations end users and IT professionals experienced with regard to wrong decisions made by management. Furthermore, the case study describes how a new management team was appointed to solve the serious situation in the IT department and as such in the bank as a whole. It also describes the strategies followed, and the policies and actions introduced to overcome the problems. Special management models for problem management and project management that were used by the management team to organize and direct the actions of IT specialists are introduced.