It is time to turn our thinking about IT development's role in change on its head. Instead of IT being the driver and necessary means for change, it should be relegated to last in the order of things. The first step is study, which changes management's perception of the problem(s). The second step is to improve the service design so that it works for customers. The third and final step is to pull in IT development to provide the means to run the service in the new way.