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The new IT is all about the customer

Eric Knorr | Sept. 2, 2015
Enterprises have turned outward, investing more and more in improving the customer experience -- giving those closer to customers power to make key technology decisions.

The answer is an architectural framework that empowers people but at the same time prevents them from making bad decisions. You need to enforce best practices and promote pre-approved services and technologies -- while giving stakeholders the latitude to experiment and the processes to evaluate exciting new solutions as they come along. That governance needs the full force of senior management behind it.

Today, IT is more federated than centralized, and it needs to be that way to serve customers best. But the policies established at the heart of IT are more important than ever, because they're what holds that federation together.

Source: InfoWorld

 

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