Many of the "disturbances in the force" we all seem to be sensing result from inadequate attention to the processes, frameworks, and strategies that shape how we approach our work — processes such as how we engage faculty, staff, and students; how we define problems; how we work to understand needs; and ultimately, how we make decisions and communicate the results. The IT issues we face are magnified by several things, including service-delivery transformations, higher expectations, more choices, the emerging adoption of powerful consumer electronics, the collaborative web, the increased pace of technological change, and the mounting complexities of the interdependencies among all the components involved.