In order for the IT department toprovide quality service to its end users (customers), it is important that IT managers and team members first understand the nature of teamwork. Research in this regard shows that all participants (team members) in a IT team, of which the end user forms apart, should be seen as part of a relationship which exists between IT and its end users. Furthermore, an important element of such a relationship is a dyad which is defined as the "...the smallest relationship unit, involving a one-on-one relationship between two parties." (Pitt & Bromfield (1994)). Dyads are therefore seen as an important cornerstone in terms of the soundness and sustainabilityof an IT-end user relationship and should be managed as such
Leonard, AC, "Dyads as an important cornerstone for IT teams to provide quality service and support" (1997). AMCIS 1997 Proceedings. 103.