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Article - Main Track A Study Case to Explore Procedures and Tools Used for the Evaluation of ICT Investments Author: LINDO, O. D. Abstract: Previous studies suggest that decision makers in organizations lack a structured methodology or a well-defined framework for evaluating their investments in Information and Communication Technologies (ICTs) by integrating tangible and intangible benefits. This paper deals with this problem by exploring procedures and tools used by decision makers in a Nicaraguan logistics services company for their evaluation of tangible and intangible benefits obtained from their investments in ICTs. For this end, a study case methodology was applied by reviewing internal documentation and conducting interviews with three key decision makers in order to obtain from three different perspectives (operational, technological, and business) information that was later comparatively analyzed. This study illustrates real life practices for the evaluation of ICT investments in a company and contributes with evidence of the lack of documented procedures and tools for the evaluation of these investments, as well as of the existence of practices for said evaluation that focus mainly on tangible benefits and limit the estimation of intangible benefits to subjective judgements. Keywords: Evaluation of ICT investments, study case, evaluation procedures and tools, key decision makers, tangible and intangible benefits. Referência completa: Lindo, O. D., "A Study Case to Explore Procedures and Tools Used for the Evaluation of ICT Investments", Revista de Sistemas de Informação da FSMA n 22(2018) pp. 60-73 |