The age of the customer, combined with digital, cloud, agile, and new technology, is rapidly changing the structure, processes, and culture of IT organizations. But the steps to get to these new models are as important as their end states. Through interviews with end users and transformation consultancies, we've found that there are five phases to a transformation. Within each phase are traditional activities that still work plus new ones specific to a digital transformation. This report describes these phases and how they're different today from several years ago.