Shift Resources From A 'Transactional' To A 'Value Add' Focus

IT budgets are growing only modestly, which means IT organizations have to find money to fund the development of new competencies to support digital transformation, Hackett says. That means a focus on operational efficiency in the delivery of commodity services to the business units. Hackett suggests IT organizations consider consolidating infrastructure and service-desk components to shared services or global business services. All that provides an opening for service providers to step in and take away some of that workload.