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Trust and Partnership: Strategic IT Management for Turbulent Times by Robert J. Benson

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PART TWO:

Principles for Transforming Business in Turbulent Times

Chapter 1 introduced the idea that the business–IT relationship has two distinct and related elements: first, the partnership element characterized by common goals and mutual trust, and second, the service element characterized by competent IT service delivery and appropriate business expectations for those services. Together, the partnership and service relationship describes how business and IT work to achieve the goal of superior business response to turbulence, and superior business value from the use of information and IT in the business. Exhibit II.1 shows a simplistic view of the two elements of the relationship.

We'll focus more intensely on the service relationship element in Chapter 8 and the partnership issues in Chapter 9. But the main point is that both service and partnership aspects of the business–IT relationship apply.

Exhibit II.1 Business IT Relationships

image

Strategic IT Management Principles for the Business and IT Relationship

Strategic IT Management frames the requirements for the partnership and service relationship between business and IT.

  1. Service-Based Relationship: The business and IT relationship is based on IT services delivering value and building credibility and trust. IT has to perform with credible and effective services, no matter its source (e.g., the IT organization, external providers ...

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