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The New CIO Leader: Setting the Agenda and Delivering Results by Ellen Kitzis, Marianne Broadbent

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APPENDIX C

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IT Services

Once you’ve developed your business and IT maxims, it’s helpful to look at the variety of IT services that may be provided.1 Doing so ensures that the services provided are appropriate, given the maxims, and that there are no gaps that the maxims dictate closing. Use this questionnaire to compare the necessity and availability of shared infrastructure services, which we have grouped into ten major categories.

1. Channel Management:Provide electronic channel to customers or partners to support one or more applications Available Necessary
EFT POS/POS (electronic funds transfer point of sale)
Kiosks
Web sites
Call centers
IVR (interactive voice response)
Mobile phones
Mobile ...

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