The first step in arriving at a solution is to recognise and accept the problem. The majority of IT functions are well aware that they have a problem; however, they are not very good at understanding the root cause of that problem. When looking at the relationship between IT and the business it serves, the problem is commonly expressed as a feeling of discomfort: the business does not perceive it is getting value for money in terms of its IT investment, but can’t articulate the nature of this discomfort. Once this has been recognised, IT departments normally act in one of two ways:

•   They adopt a victim mentality and blame their colleagues in the rest of the business: ‘It’s not fair ...’; ‘if only we could ...

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