Customers and users are often complaining that IT does not understand the business IT makes changes and breaks the systems,causing doen-time and outages.IT makes changes things things but doesnt inform the business in time,causing irritation.IT delivers systems too late and they are not properly tested,things go wrong.it always saying it hasnot got enpugh resources .Any of these sound familiar? Imagine in this environment that the IT organization has discovered ITILV3.through which weIT specialists, have now convinced ourselves we are a strategic assest. Can you imagine from the examples above how the business will react?in order to be seen as an added value partner we must first gain trust and credibility .start doing what we promise ,start behaving like a business

what are the causes ?

impacts?

consequences and risks?