Speed, scope, quality, adaptability, flexibility and globalization -- organizations use a variety of terms to describe their goals for achieving greater efficiency and effectiveness. Top managers are starting to appreciate the critical role of information technology in attaining each of them. Today's managers want solutions, not just the latest technology. That means information industry companies must get closer to customers, understand their business problems, deliver the strategic applications they want, help them evaluate and exploit emerging technologies, deal with the realities of a multi-vendor world and the complexities of distributed computing, respond appropriately and rapidly to today's global economy, and enable them to use information systems efficiently even while talented information systems personnel become more expensive and more difficult to recruit and retain. These are the concerns that have made service and support vital considerations for every business today. (Cavaye, 1996)
The most obvious reason for the growing importance of information systems services is the growing importance of information systems to businesses of all kinds. Continuing advances in microprocessor, communications and other technologies are making possible high-impact, strategic applications. Developing such "mission critical" systems requires a solid understanding of a firm's competitive environment and how information technology can be applied. That understanding must encompass the design, testing and implementation of the system, and ensure that employees are properly trained and their skills maintained. Finally, these systems must be highly reliable and able to respond to changes in both technology and business requirements.
Accordingly, senior managers need to get involved in the entire process. Progressive users have become more sophisticated about information technologies with development and implementation of critical information systems no longer entrusted only to technicians. Successful systems require good planning, a lot of hard work, and solid implementation -- elements that cannot be accomplished without the strong involvement of top managers. (Cerullo, 1980).......................
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