Customer oriented enterprise IT architecture framework

Due to the rapid expansion and complexity of mechanisms, technologies, systems, processes and communications in organizations, governance and management has become something beyond the control of hardware and software systems and include integration and convergence of all components of an organization. Enterprise architecture (EA) by breaking down the organization’s systems to its components and determining the relationship between them in different layers offers an appropriate solution for understanding and investigating relationships and processes of organizations which develop strategies and information technology plans. This paper proposes a conceptual model for enterprise IT architecture. For this purpose, conceptual and reference models of enterprise architecture are investigated and key concepts of them are described. By identifying dimensions of reviewed models, key dimensions of the proposed model are extracted and by using Shannon’s entropy, weight and priority of each dimension is determined. In order to determine building blocks of each dimension, a mapping has been established between customer and functional requirements by using axiomatic method and relations between customer and functional requirements has been validated by experts’ opinions using Quality Function Development (QFD) method. Proposed model has been described by determining goals, components and relations. Then the model is validated by surveying experts. Finally an Iranian telecommunication enterprise is selected for a case study and the model is tested there and promoting solutions are proposed to improve the status of the organization for implementing the model.