Summary
Today's business execs have high expectations for technology's contribution to their organizations, but they tend to be dissatisfied with IT's delivery. In order to close this gap, IT must be able to understand the components of business satisfaction (or dissatisfaction), measure them, and translate the resulting data into corrective action. IT execs should establish a stable process that determines whether and how well IT satisfies business needs, predicts what business satisfaction will be, and determines what must be done to improve it.
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