Strategic Reorientation and Influences on Business-IT Alignment: Case Study of a Luxembourgish Financial Services Provider

This research aims to provide a concrete description of the influences from a financial services provider’s strategic orientation on its business-IT alignment practices. Adopting an in-depth, qualitative case study design, several semi-structured interviews were conducted. Interview data was analysed by using a customized reference framework for the governance and implementation of business-IT alignment initiatives. The case study induced insights about the influences of (1) the IT legacy, (2) the existence of more opaque business goals or an unclear definition of them and (3) a low level of inter-departmental collaboration. The expertise of an external partner favoured streamlining the provider’s service delivery, yet influenced the existing practices which are more focused on customer service. The new strategic focus is based on the need for growth and the dependence on external know-how. This is the first business-IT alignment study from a financial services provider offering pivotal services in the Grand Duchy of Luxembourg.