7. IT Business Skills: Enabling Customer Outcomes

Effective IT business skills are critical to helping an organization achieve its goals and maximize the return from IT investments. These business skills and activities should be aligned with the two primary goals of this book: to improve service and lower costs. We first discuss examples of how IT business skills contribute to these goals. This chapter then provides a method for identifying whether your IT organization has the required business skills to execute business activities within your IT organization. Then, we discuss options for addressing any skill gaps that may exist in your existing business skill sets.

Changing customer demands and previous IT managers who lacked business skills ...

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