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Chapter 2: Hybrid IT Critical Success Factors 17 These materials are © 2017 John Wiley & Sons, Inc. Any dissemination, distribution, or unauthorized use is strictly prohibited. Even back in the days when IT was the final arbiter in all things related to technology, although users hated it, it was a "safe" way to manage the environment. There were just a few key people who had control. Today there are new challenges to consider. Scaling to meet business demand As mentioned before, today's IT department doesn't just stand still while the business shifts around it. Even imme- diately after we've deployed the latest technology as a part of our most current refresh cycle, the business has new demands that we may not have known about at the time. Every IT environment needs the ability to quickly and easily scale resources to meet new demand. IT‐as‐a‐Service Savvy IT companies have not really decentralized by throwing the keys to the kingdom to users. Instead they have created new IT‐as‐a‐Service models. IT actually manages the environ- ments operationally across on‐premises or off, based on the business needs and the business benefits. Most businesses don't want to own the operational or IT part, but they want choice in IT as well as flexibility and agility. Safeguarding the Organization You may read what I've written about allowing users to manage the infrastructure and think something along the lines of "over my dead body." And you'd be right to do so. When there is discussion around giving users the keys to the infra- structure, we're talking about the valet key, not the driver's key. As you may know, when you hand a valet key over to someone parking your car, he's able to drive the vehicle, but he can't access the trunk or the glove compartment.