Lloyd's IT Business Engagement Teams Build Business Trust

When Lloyd's brought a new CIO, Peter Hambling, on board in mid-2006, he faced a challenging IT organization that was not perceived by Lloyd's business as a partner. Hambling addressed this IT-business relationship to rebuild trust in IT's ability to understand and meet the business' needs. One key factor was creating a business engagement team dedicated to understanding business needs, developing strategies to address them, and ensuring IT's delivery met the business' expectations. Over time, this change, along with improvements in IT performance against service commitments, fueled IT's transformation into a trusted partner of the business. This is enabling the CIO and his leadership team to gradually assume a greater strategic role within IT and the business at large.