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IT support organizations, as the name applies, are business enablers that achieve success by providing business customers the services they need, when they need it, and at a cost that is affordable to the organization. In the past 20 years, as companies grew, we have seen that many IT organizations have become a nest of complex processes, distributed environments, long delays and ever decreasing customer satisfaction. The IT service organizations have become complex to manage, over bureaucratized, expensive to operate all under the umbrella of reduced costs.