As the current IT organization has grown from a provider of technology to the Service Provider of choice we have had to incorporate the principles of service management to ensure that we deliver the outcomes required by our customers. Given that, we have to ask ourselves a couple of strategic questions: What outcomes are we trying to provide? How do we as a service provider facilitate that? Delivering an outcome based definition of services will allow the IT organization to move beyond just business / IT alignment to towards business / IT integration, which really should have been the goal from the beginning. Supporting customer / business outcomes should be the ultimate focus of the IT organization thus creating value through the delivery of services. A focus on business outcomes is both a critical and in most cases a cultural shift for IT service providers. As customer’s preferences and perceptions change over time so does the value statement that a service provider