Technology management is in the middle of a new evolutionary cycle that will transform infrastructure and operations (I&O) from its traditional role as infrastructure provider to its new role as a broker and manager of technology services. This report explains how to organize your infrastructure team and describes the most important roles and skills you need to help your business win, serve, and retain customers. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.