A business communication design for information technology (IT) organizations based on information technology infrastructure library (ITIL)

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This research project aims to evaluate how business communication contributes to effective IT service management and clarifies its role in integrating information technology into the value chain of IT service providers. Two key research questions guide the study: RQ1 examines the impact of business communication on IT service management, while RQ2 explores its influence on achieving organizational growth maturity levels. To address these questions, a quantitative survey utilizing a questionnaire is employed. Although business communication encompasses various subjects, this study specifically analyzes its role in IT service management processes. The findings from both explorative and confirmative analyses indicate that communication is a crucial factor in business communication. The results demonstrate that business communication supports processes for managing stakeholders, assets, and organizational structures, thereby fostering organizational growth. A significant outcome of the quantitative analysis reveals a mediation effect of interaction, a component of business communication, in the relationship between assets and value generation. The study also examines business communication within the framework of the Information Technology Infrastructure Library, which is recognized as a de facto standard for IT service management in Europe.