In these sorts of organizations, corporate IT typically serves two purposes. One is internal cost-saving automation. For example, IT at a bank might be asked to automate the help desk system as much as possible to save on phone support salary. IT’s second purpose is product enhancement. Developers, for instance, might be asked to implement a “manage your account” website because customers consider that a fundamental service of modern banking. This is not the bank’s product, per se, so it qualifies as product enhancement—it makes the actual products, like savings accounts and money markets,
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