A Process Based Framework for Assessing IT Value

The financial impact of IT involves both tangible and intangible social and technical costs. The problem of measuring “true” costs and benefits of IT investments is a complex problem and has caused researchers to focus on issues such as the productivity paradox, total cost of ownership, and cost taxonomies. This task becomes even more complicated when considering technologies that impact a variety of processes across the value chain. Therefore, a comprehensive approach designed for taking into account multiple aspects of IT value is desirable. In this paper we propose a model of IT cost that integrates socio-technical and process perspectives. Our model helps reveal which investments have the most return, and where that return is realized.