ABSTRACT
Every chief information officer (CIO) will tell you that delivering services exceptionally well is an important foundation component in building a trust-based working relationship with C-suite executives and business teams. This foundation component is the first phase of the four phase IT strategic transformation model depicted in Figure 2.1. Each of the CIOs I interviewed say the same thing: “It’s basic blocking and tackling.” When each took on their CIO role at their current company, one of the first priorities was to gain a good understanding from the business how well commodity and business services are delivered. Many found that improvements were required. One would think that this is a no brainer and each IT organization delivers services exceptionally well. This is not the case. Ask Rob Carter from FedEx. Many of the CIOs I interviewed told me that it takes two to six years to develop a trust-based relationship.
