ICT Operations and Services Within Knowledge Worker Services
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Cloud services are transforming the roles of knowledge workers and the ICT Operations and Services that support knowledge workers. Changes to ICT governance, architecture, management, and operations are all occurring. ICT is becoming more complex with increased risk from vendor management, public and private cloud management, and management of legacy systems across outsourcers, vendors, and in-house resources. ICT Operations and Services are transitioning from a “physical device focus” to a “virtual focus” with the management of complex interconnected role-based datasets across platforms, suppliers, and sources. Consequently, the risk profile of ICT to a business is increasing. The changes in ICT Operations and Services occurring from the adoption of cloud services are reviewed in this chapter.