Abstract
PurposeThe development and implementation of IT/IS systems inherently requires a deep understanding of user requirements. However, experience shows that a key barrier to the success of an IT/IS system, is the manner by which it is adopted by end users. As such, this viewpoint article presents an overview of those typical enterprise IT user traits as experience by the author.Design/methodology/approachBy outlining key benefits of such systems, the author presents a 6‐stage approach to benefits realization, known as the acronym, ASSIST. Practical implications – By applying such an approach, the management of business process change and delivery of IT/IS should be more achievable, by addressing the specific needs and expectations of different types of users, as identified in the text of the article.Originality/valueKey IT/IS benefits are therefore a useful addition to existing project management and business analysis tools and techniques, that can be utilized by enterprise IT system delivery managers as well as senior IT/IS management.
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