Understanding the Nature of IT Services

Every time information technology is mentioned, the conversation turns toward operations. IT suffers from the same perceived fate as facilities management, the plumber, or the electrician. People in each of these fields feel that their contribution is invaluable. Yet the truth is that few possess a mastery of the intricate knowledge of how each business unit operates. This common drawback is the principal reason why IT outsourcing is a popular topic with users. Smart IT executives recognize that a fundamental change is necessary. The key to success is conveying how IT operations is a functional servant to its masters in the business unit.

Everyone in the organization is aware of IT operational problems. ...

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