Impacts of a relationship model on informational technology governance: an analysis of managerial perceptions in Brazil

The aim of this article is to analyze the impacts, based on the perceptions of managers, of the deployment of a model to govern the relationship between business areas and IT in a large Brazilian financial organization. To undertake the case study of this deployment, the research firstly performed documental analyses of the process and then sent electronic surveys to a sample of managers in order to evaluate their perceptions of the model’s impact in terms of the formalism of the organization’s internal processes, strategic alignment between business areas and IT and levels of governance in the organization. The results revealed that managers perceived improvements in the quality of technological solutions, levels of IT governance, the understanding of IT area needs and business area demands, but they also stated that the negotiating process was more complex and there was no increase in their level of satisfaction with IT. These results of the study may contribute to the development of instruments for the evaluation of the impacts of the deployment of relationship models on important organizational aspects.

本文旨在基于管理者的感知视角，分析某大型巴西金融机构中用于治理业务部门与信息技术（Information Technology, IT）部门间关系的模型部署所产生的影响。为开展本次部署的案例研究，本研究首先对相关流程开展文档分析，随后向管理者样本发放电子调查问卷，以评估其对该模型在组织内部流程规范化、业务部门与IT部门间战略协同以及组织治理水平三方面影响的感知。研究结果显示，管理者感知到技术解决方案质量、IT治理水平、对IT部门需求与业务部门诉求的理解程度均有所提升，但同时也指出协商流程更为复杂，且其对IT部门的满意度并未得到提升。本研究结果可为开发用于评估关系模型部署对关键组织层面所产生影响的评估工具提供参考。