It's the service, stupid!

Over the last few years, we seem to have lost our way in the sector - Digital, Disruption and Delivery were king, and everything else could wait. 
We got a lot done, but now it's increasingly difficult to explain to stakeholders what we do, and why it's hard, complicated and expensive.
We (and our vendors) convinced everyone that the IT services were quick and easy, we could pivot in a moment, and perfectly align with the latest business priority. This has devalued our function in the eyes of the business - if nothing is hard, why do we need you guys?
At Monash, we are going back to our roots so we can measure and explain the value of what lies below the water of the iceberg - but using the tools of today to explain the investments of yesterday.
But wait - there's more!. This isn't just about IT services, this is all services delivered across the university; leading us to the efficiencies of a true shared services model.