To the business user of information systems, the relationship with the IT personnel who build and maintain those systems can be a contradictory experience. On the one hand, IT delivers significant productivity benefits by automating routine tasks and improving access to information, while on the other hand, the process of building automated systems often requires embedding business policies and automated decisions into software systems, where they become difficult to maintain and adapt.The relationship between business and IT frequently involves miscom-munication, misunderstanding and frustration. Part of the disconnect between IT and business is a natural disparity between the work cycles of the two groups. To the business group, the IT system development cycle appears to be a long-drawn-out process. Further, once the policy managers define the requirements, it is often a leap of faith that the implementation will fulfill their needs. It is not easy for policy managers to follow their requirements through the implementation process once they are transformed into technical code. In the defense of IT, what they receive as requirements is often not sufficiently detailed and precise—many requirements are determined after the development process is initiated, sometimes with the consensus of the business people and other times at the discretion of the development team.
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