Business Process Management Journal

Purpose – The purpose of this paper is to identify the main factors affecting information and communication technology (ICT) adoption and process redesign within organizations, with the objective of defining a systematization framework and a set of methods and tools useful for students and practitioners.

Design/methodology/approach – The review of literature focused on organizational change and ICT-enabled process innovation allows to extract the key issues for building the model and approaches presented.

Findings – The effective introduction of change requires addressing aspects placed at strategy, people, process and enablers level. A system view of these components and their relationships is a key to streamline ICT adoption and process redesign.

Research limitations/implications – The roadmap is addressed to support only the design or pre-implementation phase of change, with a major intra-organizational perspective.

Originality/value – The main asset of this paper is to combine several frameworks into a unique roadmap to support the investigation of human, process, and technology dimensions of organizational change. Besides, a set of methods and tools are proposed to streamline the design of ICT-enabled and process-based change within an organization.