Enhancing information technology services for e-business - the road towards optimization

Abstract

Many of the current modern business organizations strongly rely on information Technology (IT) to attain its determined objectives. As achieving customer satisfaction is a basic objective, then one of the key success factors especially for e-business is the effective use of IT in order to raise the business performance in all its phases and ensure its continuous competitiveness. Therefore, supporting organizations to be able to effectively use their IT services leads directly to the performance optimization. Different models introduced their framework to guide the decision makers for the effective use of IT services starting from planning these services all the way to the IT services' operation and customers' support. However, each of these models have their own perspectives for IT services' improvement. As one of the important phases of any service model is the planning phase, therefore, our aim in this paper is to propose an enhanced framework for IT services' planning improvement as a positive step towards the IT services optimization with the target of ensuring a successful e-business. This step is considered our first step of a complete framework towards optimization, yet more enhancements in the whole process can be on focus for further research. We have also discussed a case study which apply the introduced framework to reveal its applicability.