"E-ServiceCenter", "Best Practices", "Balanced Scorecards for IT", "Continuous Improvement", "Value Chain", and "ASP", and the list goes on. These are just some of the terms that make up the fabric of IT today, and the keys to repositioning and revitalizing your IT operational strategy. In this group we shall continually explore the relevance of each, discover how they inter-relate and help us differentiate between the management of the IT infrastructure and service-driven management of IT. We shall investigate the emerging "Golden Rule for IT", that calls for IT actions to be prioritized based upon the prevailing business impact, and how to check the extent to which the people, process and technology in use are "E-service enabled".