To support the business in its quest to win, serve, and retain customers, infrastructure and operations (I&O) pros must focus on innovation, speed, and responsiveness. They must orchestrate, govern, and manage both IT and business technology (BT) services to provide the desired business outcome, not simply control the IT components. A service management office (SMO) does just that. This report describes what an SMO is and how it can support both the IT and BT agenda.