KLM's Enterprise Governance of IT Journey: From Managing IT Costs to Managing Business Value

A common and critical dilemma confronting enterprises today is how to ensure that they realize more value from their large-scale investments in IT and IT-enabled change. This article describes the choices made by the Dutch airline KLM to more fully engage its business managers in the governance of IT and the change-agent role played by a new CIO Office. The article identifies the benefits achieved and lessons learned thus far as the company has evolved from managing the cost of IT toward managing the business value of IT.