For IT services companies, delivering high quality IT services is of eminent importance. IT service quality drives customer satisfaction, which in its turn drives firm performance. It is this link that is addressed in this paper: How can the performance of customer service delivery teams be improved, …

Aligning business and IT strategy is a prominent area of concern. Organizations that successfully align their business strategy and their IT strategy, outperform their non-aligned peers (Chan et al., 1997). This chapter explores the relationship between business strategy, IT strategy and alignment capability. …

The relation between IT and value is a complex and disputed one. Many studies are not decisive in their results. This paper presents an overview of approaches to the ‘quest for value’ and identifies the qualities of and issues with each approach. It adds several new insights, including what’s missing …

The relation between IT and value is a complex and disputed one. Many studies are not decisive in their results. This paper presents an overview of approaches to the ‘quest for value’ and identifies the qualities of and issues with each approach. It adds several new insights, including what’s missing …

This chapter explores the theory and practice of Business & IT Alignment in multinational companies. In the first part of the chapter an overview of the theory is presented. In this part the familiar frameworks for Business & IT Alignment are put in perspective in an ‘Alignment development model’. The …

Aligning IT to business needs is still one of the most important concerns for senior management. The message of Business & IT Alignment (BIA) is logical and undisputed, but implementation apparently difficult. As part of a research program on the differences between the theory and practice of BIA this …

Open Source Software (OSS) is an increasingly hot topic in the business domain. One of the key benefits mentioned is the unlimited access to the source code, which enables large communities to continuously improve a software application and prevents vendor lock-in. How attractive these benefits may be, …

This paper describes a study into the expected development of the competences op the project manager in the year 2027. The study was performed amongst the members of IPMA-Netherlands during the summer of 2007. In the study the 46 competences of the International Competence Baseline 3 (ICB 3) were tested …

Open Source Software (OSS) is an increasingly hot topic in the business domain. One of the key benefits mentioned is the unlimited access to the source code, which enables large communities to continuously improve a software application and prevents vendor lock-in. How attractive these benefits may be, …

Kernprobleem in de kenniscirculatie tussen het HBO en het MKB is het identificeren van de behoefte aan kennis bij het MKB. In het project Unikum, mogelijk gemaakt door de Digitale Universiteit, worden studententeams ingezet om bij individuele MKB-bedrijven de behoefte aan kennis te analyseren en de bedrijven …