From Black Box To Glass Box

Many IT organizations have operated like a black box with the IT budget consuming 3% to 10% of revenues and little to no visibility into how this spending is linked to strategy and value. Even within IT, the budget is categorized by asset classes (e.g., servers, storage, software, people, etc.), without an understanding of how all of these assets contribute to business value. IT organizations that successfully make the transition from being technology asset managers to being internal service providers do so by translating assets into business services, exposing these services through a service catalog, and delivering their customers a bill of IT. Following are two case studies of organizations that have successfully made the transformation to a glass box and the lessons they have learned.