Internal Audit, Risk, Business & Technology Consulting When perception of the information technology (IT) function of one of the country’s largest nonprofits turned unfavorable — as IT teams put the onus on other IT teams to deliver high-quality customer service — the organization’s CIO decided to replace the IT-centric playbook she inherited with a decidedly more customer-centric approach. The new plan introduced a behavioral transformation that fostered much greater collaboration among the IT function’s three major divisions: the helpdesk, the customer service group that collaborates with business partners on analytics efforts and similar capabilities, and the IT infrastructure and systems maintenance group. This resulted in impressive gains in performance and services — most no

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