Post-Implementation Management in Large-Scale Management Information Systems: Changes, Incident Reports, Help Desk Calls, and Business Process

Proper management of the post-implementation phase of the software development life cycle is necessary in order to achieve proper strategic alignment between the technical operation of the system and organizational strategy. For this reason, it is important to understand the relationship between technical changes to the system, business process changes, process support, and the actual use of the system. This study examines the relationships among these aspects of system maintenance and process support for a key information system at a large, industrial Fortune 500 company. In this case study, we see strong relationships between system use, business process, and the technical maintenance of the system, with the business process acting as the driving force for many of these system-support activities. This case study provides empirical validation for strategic alignment philosophies and models, such as Leavitt’s Model, during the maintenance phase of the software development life cycle.

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