3. IT Gets Embedded In Business Services

Only 11% of large companies have a "multifunctional shared services model"--joining HR, finance, procurement, IT, and other central functions under one roof. As companies look to cut costs, look for this to become more common for IT, especially in the retail, consumer packaged goods, and manufacturing sectors.

Part of this change will involve IT offering what we call "end-to-end IT service packages"-- putting together all the IT resources, technologies, and processes required to enable a specific business outcome. The model streamlines decision making within IT, and changes the conversation with the rest of the business from technologies to outcomes.

The key point of chance here is that IT service management was once used just to improve IT infrastructure processes; now it's reshaping how the entire IT organization operates and the services it offers.