Did you miss the line where it was written "before we started the program, we were losing revenue. Now we increased it by 1MM$ / month"?
It seems that the whole point of the article is that while IT thinks that it is serving the customer (the business), it actually lost track of what it was needed to: helping it succeed.
It seems that the whole point of the article is that while IT thinks that it is serving the customer (the business), it actually lost track of what it was needed to: helping it succeed.