The role of the chief information officer (CIO) — and consequently the role of the information technology (IT) department as a whole — has changed significantly in recent years, especially as the use of internal and external IT service providers has become commonplace. Today’s IT organizations are expected to demonstrate excellence in the management of cost, capability and capacity. These skills are always in demand, but never more so than in the current challenging economic conditions where organizations are looking to control costs while simultaneously increasing flexibility and positioning themselves for the business upturn. With this pressure on IT departments set to increase, how well are they responding? What is the role of IT Service Management & Governance (SM&G) — the capabilities required to enable successful end-to-end management of internally and externally sourced services? Is SM&G seen as an enabler or a sticking point? In answer to these questions, in April 2009 ISG carried out a survey of European CIOs to ask them, “Are You Ready for the IT SM&G Challenges Ahead?”You must be a SIG member and logged in to view this document.