CHAPTER 2: CRAFTING A MENU OF MANAGED SERVICES
You have immersed yourself in the strategic goals of your enterprise. You and your colleagues have defined and aligned your IT strategy to support those larger goals. After considerable effort, you have also constructed a workable structure for IT governance. So all that remains before you can begin running IT like a business is to hang up a sign outside the entrance to the IT function that reads, “Open for Business.”
Not so fast. When your first customer walks through the door, picks up the phone, or more likely sends you an e-mail, what exactly are you going to sell them?
We have traced the processes needed to engage internal customers in a dialogue that will help the IT function understand their ...
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