According to Walsh’s article, determining the value that IT brings to the table is a tricky task. When a company invests a significant amount of money with the aim of developing efficiencies that cut down on costs or create new opportunities of revenue generation, it is only reasonable that it expects a justifying ROI in return. With that being said, IT departments as well as service providers often tend to overlook the fact that the paramount value proposition is not evaluated in monetary terms but in terms of the quality of user experience created. Take for example the success of Amazon.com. In terms of being user-friendly and delivering promised services, Amazon is better even when compared to famed rivals such as Wal-
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