Temples, Kingdoms, and Anarchy: How IT Organizations Must Adapt to Changes in the Delivery of Services

Seismic changes in IT require a corresponding set of organizational changes in order for IT departments to maintain relevance to the universities they serve. The recent transition from technology provider to service provider, including leveraging vendor partners in the delivery of services, requires a fundamental change in organizational culture. Without the right strategy and approach, organizational change can have unintended effects that reverberate for years. This session will present how an evidence-based approach facilitated and focused positive organizational change and how leveraging a vendor partner transformed an enterprise service desk into a best-in-class service offering.