The combined effects of service orientation in projects, a growing move to deliver all services on demand and a change to the established order of relationships with development and users lead to changes in IT management focus. The IT director, head of IS or chief information officer (CIO) – being taken here as synonymous with the same job – needs to spend less time on the bits and bytes than previously and more time setting and communicating the service vision. It is quite possible that the CIO will not have come through the IT ranks but will be from a different discipline – as long as he or she can define, communicate and deliver a service vision, then a technical background is not imperative. The CIO must be ...

Get World Class IT Service Delivery now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.