Companies that provide services to their paying customers tend to know a lot about those services, end-to-end across their value chain. They know how much it costs to deliver them, how to price them, the risk and reward of bringing in new services, and the costs of providing customer support.
Why should IT, which provides a whole array of services to its internal customers and in many instances, also external customers, be any different?
That’s the approach that Robbert Kuppens, global CIO of management consulting firm The Boston Consulting Group (BCG), takes. He recently introduced a new services operating model for his IT organization.
