A customer-focused approach should permeate all aspects of IT and is vital to the success of an Information Technology organization. The IT departments of two large school districts (Katy [Texas] Independent School District (ISD) and Richland County [South Carolina] School District One) use similar and different methods to keep their end-users as the focal point of all processes and base new undertakings on the unique needs of their diverse customers. Katy ISD will focus on how they use the organization of their IT department to meet the ever-changing needs of a large fast-growing suburban school district. Richland One will focus on its use of Key Performance Indicator (KPI) data to remain customer focused. Participants will learn techniques and processes that keep the needs of various customer groups at the forefront of IT planning and implementation.