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A One-Year I&O Transformation

So today when I tell clients about transforming I&O from an under-appreciated cost center to a respected strategic advisor, I understand their skepticism. What does it take? For starters:

· You have to change the monitoring and analytics technology.

· You have to change the attitudes of the people within I&O.

· You have to change the perception of I&O across the organization.

Those are not small changes, and cultural changes move especially slowly. Or do they?

· Rather than using a lengthy RFP process, monitoring technology proven effective in one business unit was extended across the organization.

· Rather than focusing on technology health, the focus was shifted to customer experience.

· Rather than focusing solely on the needs of consumer customers, attention was also given to the needs of internal users, line-of-business managers, and executives.

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This post first appeared on IT Infrastructure | Forrester Blogs, please read the originial post: here

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A One-Year I&O Transformation


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