While the general expectation of providing fast, high-quality and reasonably priced operational support of business functions is nothing new to I&O leaders, the characteristics, focus and measurement of that expected support have changed significantly in the last three years. This transformation is driven by three factors.
Ironically, this value destruction can be associated at least in part with the successful and pervasive improvements in service quality achieved via technology advancements. This industrialization mindset emphasized quality and cost (defined in technical terms) over business-impacting agility and speed. In doing so,however, this mindset effectively commoditized both the technology resources themselves and, by extension, the operational management services supporting them.