Creating an I.T. Service Organization

by Lou Russell

Throughout its short history, IT has focused on itself and avoided looking at how to better align with the customer. In the 1970s, focus was on creating a structured approach to development, and, although modeling the process needs of the business was a core component, little was discussed about how to nurture the relationships that would make gathering those process needs feasible. In the 1980s, focus adjusted to an engineering approach, with more attention paid to the data needs of a system. Again, clearly understanding the data needs required careful definition of business rules, but little time was spent helping business and technical people work together to create these definitions. Today, IT finds itself unable to run away from the nagging problem of creating a partnership with its sole reason for being -- the business customer.

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Creating an I.T. Service Organization December 2000