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2011 | OriginalPaper | Buchkapitel

CIO in a Service Economy

verfasst von : Paul G. Sorenson

Erschienen in: Service Systems Implementation

Verlag: Springer US

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Abstract

The role of the Chief Information Officer (CIO) has evolved considerably since its inception in the 1980s. This paper begins with a brief review of the evolution of this role and sets the stage for future change brought about by the rise of the service economy. The enterprise of the future is then characterized based on an important global study by IBM. Using this characterization, the future challenges for CIOs in areas such as strategic planning, governance and operations management of information technology services are assessed from the perspectives of the four major elements of a service system (technology, people, organization and shared information). The paper concludes with a summary of the important findings, pointing to the challenge that CIOs of the future must be the leaders in their organizations in the delivery of smarter, on-demand service systems to smarter customers.

This chapter explores the impact of the growing service economy on the role of CIO in both today’s enterprise and the enterprise of the future. We begin by reviewing both the changing role of the CIO in Sect. 1 and the rise of services in our modern economy in Sect. 2. We then review an important study on the enterprise of the future in Sect. 3 and use this as a basis for better understanding the future role of the CIO. Next, we examine in Sects. 4–7, respectively, the four major elements of a service system (technology, people, organization and shared information) and the impact the CIO must have on each of these elements pertaining to activities such the strategic planning, governance and operations management of information technology services. Finally, in Sect. 8 we summarize our findings and dangerously distill the results into a final statement that CIOs of the future must be the leaders in delivering smarter, on-demand service systems to smarter customers.

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Titel: CIO in a Service Economy
verfasst von: Paul G. Sorenson
Verlag: Springer US
Buch: Service Systems Implementation
Print ISBN: 978-1-4419-7903-2

Electronic ISBN: 978-1-4419-7904-9

Copyright-Jahr: 2011
DOI: https://doi.org/10.1007/978-1-4419-7904-9_10

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