A methodology to evaluate the organizational impact of IT on knowledge management: an Italian Case Study

The important role played by Information Technology (IT) for Knowledge Management (KM) within many companies has been widely recognized. However, the relationship between IT investment and firm performance is complex and multifaceted and the evaluation of the impact of IT for KM on organizational performance has proved to be a difficult task. This has made it difficult to demonstrate that IT for KM may be used to leverage other firm advantages and opportunities and to justify spending on IT projects in support of KM. This paper provides a methodological framework to analyse the consequences related to the adoption of IT tools for the management of information and knowledge. In particular, we present a four-phase framework that captures the benefits of KM features in meeting business objectives through an examination of organizational processes and actors. The aim of the constructed methodology coincides with the main target pursued by firms: to have the possibility of evaluating IT solutions both ex ante, i.e. at the project/design phase, and ex post, i.e. at the assessment phase. A case study application in an Italian small business is described in detail.