A business communication design for information technology (IT) organizations based on information technology infrastructure library (ITIL)

The main objective of this research project is to evaluate the extent to which business communication could contribute to an effective IT service management. In addition, this project intends to clarify the entire role of business communication in terms of organizing the information technology into the value chain of IT service providers. Two research questions are derived from the research model which predicts the intervention of business communication in the relationship between predictor and outcome variables of an IT organization. To answer the research questions, a quantitative approach based on a survey using the questionnaire utility is conducted. Business communication covers a variety of subjects. Each of them actually represents a research object in its own right. The focus of this study, however, is to analyze the business communication in terms of IT service management processes and its realization. ITIL as an IT service management concept is known predominantly in Europe as a de facto standard. Therefore the business communication for ITSM is analyzed based on ITIL. The chief result of the quantitative analysis is that there is a significant mediation effect of interaction, as one element of the business communication constructs, in the relationship between assets management and value generation.