Two key issues
IT needs to be clear on role and responsibilities. The best book I know on the subject is Value-Driven IT Management, by Ian Aitken. He shares some great insights and points out that IT folk can be their own worst enemy in not ensuring the business addresses issues directly. This is an excellent book from a very experienced practictioner.
Secondly, excellent project management (clear communication and management process) is essential to ensure the difficult agenda items (usually business issues!) don't get side-tracked by technical issues. There are loads of sources of good books in this area.
The key for IT folk is to focus the whole organization on the right business solution, not just the system.
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