The case for re‐examining IT effectiveness

As the global economy moves upward, we believe that the lessons learned during the economic downturn to make IT more effective are not only applicable but also critical to ensure that IT continues to deliver greater value to business. Infosys is today a global provider of technology services and solutions and, as part of a two decade transformation to this current state, has learned valuable lessons, described in this paper, on how to improve IT effectiveness. There is a basic need for efficient delivery of software solutions by IT organizations. However, only when IT is aligned to meet the broader business needs and is able to operate in a sufficiently flexible manner, can effectiveness be achieved. We discuss an IT effectiveness framework that we believe is important to help achieve this state. With this basic framework, we then look at four of the key lessons to improving IT effectiveness: managing to balance supply and demand, the need to measure value, the practical lessons from process improvement benchmarks, and active business case management.