Discuss and analyze the role of IT systems in supporting knowledge management, data management and customer service management.

You are an associate IT / information systems consultant responsible for managing multiple
processes and procedures for optimizing business solutions in (IMC Istanbul, your company, or any
company of your choice) You have been asked by the IT / information systems project manager to
create a user manual that will show the benefits of having multiple integrated IT systems to
improve processes / workflows. This manual will be distributed to all the departments within the
organisation, so you must ensure you define and analyse all aspects of IT systems.
Tasks:
The IT / information systems project manager requested from you to complete this manual. In the
manual, you are required to :
1-Discuss and analyze the role of IT systems in supporting knowledge management, data management and
customer service management. Ensure that you define and analyse each of these aspects of
business.
2- Using the main departments of your organisation, analyse the use of IT within each of these
departments to evaluate how it helps to make the departments more or less efficient. Ensure that
you give examples from your organization to support judgments.
Critically reflect on how IT systems contribute to the achievement of your organisation’s
objectives. Give examples where appropriate and draw conclusions
4- Examine in a critical manner through examples of the different methods IT systems store and
process data for knowledge management. customer relationship management, data management
and communications management.
5 – Assess how IT systems can be used to support value – added change for improving business
operations, performance, and stability.
6- After evaluating the advantages and disadvantages of IT systems, we suggest justified
recommendations for improving the IT systems.
7- Suggest feasible IT solutions using two organizational scenarios experiencing business problems
in the workplace. Explain how those solutions add future value to the discussed business
problems.
8- Assess in a critical manner the recommended solutions to attain an effective monitoring and
evaluation of IT systems. Elaborate on the consequence of implementing every solution presented.
LO1 Demonstrate understanding of the role of different IT systems in
support of organisational objectives
D1 Critically evaluate the role
and purpose of IT systems in
different functions of an
organisation, evaluating their
contribution to achieving
organisational objectives.
P1 Analyse the use of IT systems within
different functions of an organisation.
P2 Examine how IT systems contribute to
the achievement of objectives in a specific
organisational context.
M1 Evaluate how IT
systems are applied in the
different functions of an
organisation and how they
work together to achieve
high performance.
LO2 Analyse flexible and reliable IT systems that respond to organisational
requirements
D2 Demonstrate an
understanding of the different
ways IT systems store and
process data and critically
evaluate the choices that have
been made in a specific
organisational example to
make recommendations.
P3 Analyse the different ways IT systems
store and process data for knowledge
management, customer relationship
management, data management and
communication management.
M2 Critically analyse the
different ways IT systems
store and process data,
providing specific
organisational examples.
Pass

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