Evaluating the Intangible Benefits of Business Intelligence: Review & Research Agenda

A Business Intelligence (BI) system is a technology that provides significant business value by improving the effectiveness of managerial decision-making. In an uncertain and highly competitive business environment, the value of strategic information systems such as these is easily recognised. High adoption rates and investment in BI software and services suggest that these systems are a principal provider of decision support in the current marketplace. Most business investments are screened using some form of evaluation process or technique. The benefits of BI are such that traditional evaluation techniques have difficulty in identifying the soft, intangible benefits often provided by BI. This paper, forming the first part of a larger research project, aims to review current evaluation techniques that address intangible benefits, presents issues relating to the evaluation of BI in industry, and suggests a research agenda to advance what is presently a limited body of knowledge relating to the evaluation of BI intangible benefits.