IT Capability Management Report: Corporate vs. SME Analysis

This report delves into the critical aspects of IT capability management, examining the IT organization process in both corporate and SME environments. It explores Customer Relationship Management (CRM) systems, specifically in the context of Uber and Globoforce, highlighting their implementation and impact. The report then traces the development of IT processes over the last sixty years, discussing the evolution of technologies like cloud computing and the Internet of Things (IoT). Furthermore, it analyzes the contrasting approaches of centralization versus decentralization in IT structures and their suitability for different organizational sizes. The report concludes with recommendations for enhancing IT processes and capabilities, providing valuable insights for businesses seeking to optimize their IT strategies. The report also discusses various IT processes like transaction processing system, customer relationship management (CRM), business intelligence system and knowledge management system. In the end a list of recommendation for IT process has been provided regarding small and large organization.

Running head: MANAGING IT CAPABILITY
MANAGING IT CAPABILITY
Name of the Student
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Authors Note:

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TABLE OF CONTENTS
Introduction..........................................................................................................................2
Discussion............................................................................................................................2
IT organization process for corporate vs SME................................................................2
Customer Relationship Management (CRM) in Uber.....................................................3
Customer Relationship Management (CRM) in Globoforce...........................................4
Development of IT process in last sixty years.................................................................4
Centralization vs Decentralization...................................................................................6
Recommendation.................................................................................................................6
Conclusion...........................................................................................................................7
References............................................................................................................................8

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Introduction
Various organization round the globe work in round of sectors like commerce, non-profit
and government which mainly depends on information system and processes for information
technology (Wei et al., 2015). With the commercialization of internet and use of various kinds of
technology have been considered to be an effective thing for small as well as large organization.
Few kinds of organization round the globe makes use of IS/IT relate experiences.
In the coming pages of the report an idea has been provided regarding IT organization
process in small and large organization. After that an idea has been provided regarding the
development of IT process in last sixty years. An idea has been provided regarding centralization
vs decentralization system in small and large organization.
Discussion
IT organization process for corporate vs SME
Information system process from various organization makes use of inputs which is used
for the generation of information. For the effectiveness of information system one can either
make more use of data for making the best use of information system (Meehan et al., 2015).
Large organization round the globe makes uses of following things like transaction processing
system, customer relationship management system, business intelligence systems and knowledge
management system. While the small organization round the globe cannot easily afford to have
all the systems which are mentioned above.
Transaction processing system generally focus on large number of things like collection
of data, processing and various kinds of outputs and other kinds of core operations of an
organization. TPS information system can easily collect data from the various outputs of user

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and followed by generation of output of data which is collected (Khodakarami and Chan, 2014).
A well-known example of TPS system can be online booking of ticket system. TPS is totally
based on real time processing and can easily help various kinds of business to meet the growing
demand with the need of personnel.
Customer relationship management (CRM) generally offers certain number of systems
for sales and efforts. CRM information system makes use of various kinds of customers for
interactions with customers for services related to service or feedback of product (Landherr and
Pfleger, 2015). It also allows various kinds of business partners for interacting with each other
for development of various kinds of ideas and products.
Business Intelligence system (BIS) can be easily defined as a kind of complex thing
which can be used for identifying, analyzation of data and for various kinds of decision making.
BIS information system can be used for development of development of various kinds of sales
pattern.
Knowledge management system is mainly used for knowledge and distribution of various
kinds of things in an organization. KMS is generally used by large organization but it can be still
being used by some of the small organization.
Customer Relationship Management (CRM) in Uber
Uber mainly makes use of salesforce for CRM software for various kinds of business
models. It also makes use of other kinds of tools for email and marketing campaign. Uber is
world’s largest organization so it has to handle a high volume of transactions while making sure
of the fact that information is kept accurate and confidential. It also makes sure of the fact that
CRM system is organized. Uber is more prepared to easily cope with large number of data.

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Customer Relationship Management (CRM) in Globoforce
Globoforce is known to be leading provider of solutions which is based on social
recognition, it mainly helps various kinds of organization to build stronger, more human based
culture by making use of power of thanks. The organization makes use of SaaS technology so
that it can move towards strategic kind of approach. The organization makes use of CRM
(Customer Relationship Management) so that it can easily manage all its customers in efficient
way.
Development of IT process in last sixty years
There has been large number of development in IT process in the last sixty years. Various
kinds of this ERP (Enterprise Resource planning) and Customer Relationship Management
(CRM) generally needs to some kind of extent in which an organization can easily operate or
work. Various kinds of technologies like cloud computing have been introduced in the last few
years (Wortmann and Flüchter, 2015). The convergence of IT infrastructure has led to
development or emergence of large number of technologies like cloud computing for developing.
The main components of cloud computing like infrastructure operation, computing platform,
network connectivity and various kinds of supports. There are large number of benefits of using
cloud computing in small and large organization are
 Reducing the cost
 Reducing operation expenditure
 Flexibility of operational scale
 Deployment of new kinds of application at much faster rate.
Various kinds of things like Internet of things (IOT) have emerged in the last few years
which can be easily used for embedding with software, sensors and various kinds of connectivity

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which can be easily used for exchanging data with the various manufacturer. IOT is expected to
provided advanced kind of connectivity to devices, systems and various kinds of services which
mainly goes beyond machine to machine communications (Drucker, 2015). The interconnection
of this kind of device mainly leads to Smart Grid to various kinds of energy providers. Things in
Internet of things generally refer to wide variety of devices like implants for monitoring,
transponders on animal firms. With the development of internet of things over 25 years ago
business irrespective of small or large has been conducted in various places of market. Business
transaction generally ranges from ordering and invoice to lastly making use of business to
business exchanges.
The evolution of information system and technology in various organization can be easily
described in three eras namely Data processing, Management information system, strategic
information system (Wortmann and Flüchter, 2015). Data processing is mainly used for
improvisation of operational efficiency and this can be achieved in an organization by
automation of flow of information and various kinds of process. Management information
system can be easily used for improvisation of effectiveness for various kinds of information
which is used for decision making. Strategic information system can be easily used for
improvisation by changing the nature or conduct for various kinds of business. The four main
kinds of strategic information system are:
 Sharing of information through technology based system with various customers
or consumers.
 It also produces effective kind of integration for the use of information in a
particular kind of organization.

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 It generally enables various kinds of organization to easily develop, produce and
delivering of product or services.
Centralization vs Decentralization
Centralized organization structure generally depends on the various kinds of structure
which is used for making or taking of decision (Hashem et al., 2015). It also provides proper
kinds of direction for an organization. Various kinds of small business often make use of this
centralized structure and is generally responsible for various kinds of business operations.
Decentralized organization structures have various kinds of individuals which can be
used for having various business decisions and for easily running the business (Rittinghouse and
Ransome, 2016). It generally depends on the environment of various levels in a business. In this
structure individuals in the organization or business has the power to take up decision.
Centralized organization can easily be affected by various layers of bureaucracy. The
business round the globe are generally responsible for having large number of decision (Hashem
et al., 2015). While Decentralized organization can easily suffer from various kinds of struggle
with multiple kinds of individual which is generally used for particular kinds of business
decisions.
Recommendation
There are certain number of recommendation for both small and large organization which
makes use of IT process.
 Creating of dream of structure.
 Organizing of things by various kinds of functions.
 Combination of various kinds of functions

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 Creation of chain of demands
Conclusion
From the above discussion it can be easily concluded that this report is all about
development of IT organization process in small and large organization. After that a discussion
has been provided on the IT process which have been developed since the sixties. Key themes
with the small and large organization like centralization and decentralization has been discussed.
The suitability of decentralization and centralization for small and large kind of organization has
been discussed in details. A number of organization which is inclusive of small and large makes
use of IS and IT for delivering operation and strategic benefits. Various kinds of IT processes
like transaction processing system, customer relationship management (CRM), business
intelligence system and knowledge management system has been discussed in details. In the end
a list of recommendation for IT process has been provided regarding small and large
organization.

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References
Drucker, P.F., 2015. Internet of Things. European Commission Information Society and Media.
Hashem, I.A.T., Yaqoob, I., Anuar, N.B., Mokhtar, S., Gani, A. and Khan, S.U., 2015. The rise
of “big data” on cloud computing: Review and open research issues. Information
Systems, 47, pp.98-115.
Khodakarami, F. and Chan, Y.E., 2014. Exploring the role of customer relationship management
(CRM) systems in customer knowledge creation. Information & Management, 51(1),
pp.27-42.
Landherr, A. and Pfleger, R., 2015. The business case of IT investments for social customer
relationship management/Der Business Case von IT-Investitionen im Social Customer
Relationship Management. Die Betriebswirtschaft, 75(6), p.369.
Meehan, J., Tatbul, N., Zdonik, S., Aslantas, C., Cetintemel, U., Du, J., Kraska, T., Madden, S.,
Maier, D., Pavlo, A. and Stonebraker, M., 2015. S-Store: streaming meets transaction
processing. Proceedings of the VLDB Endowment, 8(13), pp.2134-2145.
Rittinghouse, J.W. and Ransome, J.F., 2016. Cloud computing: implementation, management,
and security. CRC press.
Wei, X., Shi, J., Chen, Y., Chen, R. and Chen, H., 2015, October. Fast in-memory transaction
processing using RDMA and HTM. In Proceedings of the 25th Symposium on Operating
Systems Principles (pp. 87-104). ACM.
Wortmann, F. and Flüchter, K., 2015. Internet of things. Business & Information Systems
Engineering, 57(3), pp.221-224.