Knowledge-based IS implementation support: an application to the IS change agent role problem

The threat of abandoned or extensively overhauled IS is a major concern for both MIS specialists and businesses. This concern may stem from the mismatch between MIS specialist change agent role and IS environment, and is a complex problem to solve. The problem results when the MIS specialist´s role outlines responsibilities that cannot possibly manage the state of uncertainty surrounding the IS initiative. This paper explores how the change agent role problem can be detected and alleviated with the help of a knowledge-based diagnostic support tool. A conceptual model of the IS change agentry application domain is developed to capture the interactions among IS implementation factors. This knowledge representation scheme guides the reasoning process. The proposed approach could be used by MIS specialists proactively to facilitate the analysis of complex domain facts prior to committing resources to a change agent role. The approach is illustrated with case data. Managerial implications of the study are discussed.