As we abstract IT services and increase the use of SaaS and Cloud Computing, we contend with the force of consumerization. We are seeing a fundamental shift from enterprise focus to internet; and a shift from standardized offerings to user selection and personalization in choice of applications and client devices.
How can we improve agility and manage emerging complexity while balancing quality of service with innovation for different types of applications? For some, large scale abstraction leads to efficiencies for commoditized functions, whether they are hosted in house or outsourced. Other applications benefit from a more ad-hoc approach and might be more easily sourced from the cloud. IT will not be successful if we too tightly control services. Instead we must create a framework for our users to make smart choices.