IT departments today are increasingly driven to meet the rapidly changing needs and demands of users and business managers for systems that drive business strategy requirements and help them do their day to day jobs.

Despite growing demands for better and faster service, there will always be a dilemma between quality service provision and cost.

Once confined within the walls of the legal and finance departments, governance is now high on every organization's agenda.  IT governance aligns IT actions with performance goals and ensures that accountability for those actions and outcomes is assigned and owned.  Organizations have to ensure that IT systems support regulatory compliance requirements.

IT is being asked to provide more detailed and more accurate reports about problem, incident and change requests, service levels and satisfaction to support investment proposals and allow for informed decision making.

Today's systems need to integrate easily with an organization's main business applications (bespoke and packaged).

Many of today's organizations have users across a range of locations, geographies and time zones.  Even organizations with only 1 location will increasingly need to support mobile workers and people working at home.

The growing importance of process frameworks such as ITIL, COBIT  and Six Sigma is driving system requirements, selection and implementation,  The challenge to organizations is how to pick the most appropriate set of guidelines and how to implement pragmatically to get the most benefit.

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