Infrastructure and operations (I&O) organizations, which are in the process of optimizing their infrastructures and mode of operation, are now confronted with a brand new set of business objectives. Can these two objectives — the business technology agenda and the I&O optimization agenda — coexist, or are they mutually exclusive? Is I&O ready to transform itself into an organization capable of pursuing both? This report answers both questions to help I&O professionals assess their customer-centric transformation readiness. This document has been updated from its original version to ensure its relevancy to the current state of infrastructure and operations transformation.