This significant investment has
necessitated innovation in managing IT as a service. Specifically within the service sector, IT plays an important role
in helping organisations provide better customer service, create new products and services, enhance relationships
with suppliers, and improve decision making. As IT systems become more powerful and cost-effective, they provide
the potential to more efficiently gather and analyse data and to codify and transmit knowledge to the far corners of
the globe [Chesbrough and Spohrer, 2006].
This significant investment hasnecessitated innovation in managing IT as a service. Specifically within the service sector, IT plays an important rolein helping organisations provide better customer service, create new products and services, enhance relationshipswith suppliers, and improve decision making. As IT systems become more powerful and cost-effective, they providethe potential to more efficiently gather and analyse data and to codify and transmit knowledge to the far corners ofthe globe [Chesbrough and Spohrer, 2006].
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