Organizational controls that apply to all changes, without regard to risk, introduce needless delay. What High-Performing DevOps Organizations Do Differently DevOps maturity begins with understanding what a scalable high-performing DevOps shop looks like. Bad news first: There is no golden path to DevOps nirvana. All high-performing DevOps organizations excel in their own way, and mechanical copy-paste approaches almost always fail.

This essentials guide offers a curated set of reports, actionable best practices, and downloadable templates to help your organization identify, measure, and remediate technical debt while controlling IT sprawl.

The report helps readers understand how adopting CDEs can mitigate risks and enhance developer experience while maintaining organizational control.

Business Units Are Gaining Greater Control Over Tech Spending In Forrester’s Priorities Survey, 2025, 55% of business and technology professionals — who have seniority level of manager or above — at financial services organizations worldwide reported that budget ownership or tech purchasing decisions lie mostly or entirely with the business or are shared equally between IT and the business (see Figure 1). In contrast, only 11% said that IT retains full control over all tech spending.

Succeed With Cloud Through Industry-Specific Tooling And Open Source Forrester has worked with hundreds of financial services organizations over the past decade on various aspects of their cloud strategies. Through these interactions, organizations have shared recommendations and lessons learned. To help financial services adopt cloud services at scale, we’ve compiled these best practices to power the next iteration of your organization’s cloud usage. Start with digital services.

(ITSM manager, a large metropolitan IT services organization) Clearly defined goals and business outcomes. Successful migrations are grounded in a clear understanding of what the organization hopes to achieve, including measurable goals such as reducing ticket resolution times, increasing self-service adoption, improving user satisfaction, or enabling cross-departmental service delivery.

As a customer service leader, you must rethink: Organizational design: What are the structure, roles, span of control, success measures? AI will restructure your current-volume-based operations into flatter, more collaborative teams, consisting of more specialized talent. There will be fewer escalation layers and less middle management.

This rests on shared services and platforms, including employee services, organizational enablement, and technology services, which feed foundational capabilities and expertise into the loop and receive product thinking and continuous discovery from it.

These large-scale collections of apps help organizations control loose buying while preserving speed. Despite the convenience, in Forrester’s Buyers’ Journey Survey, 2024, only 7% of purchase influencers who directly purchased business apps said they did so via the vendor’s marketplace. And among purchase influencers who bought business apps indirectly, just 6% did so on a third-party e-commerce platform or marketplace.

Traditional Service Desk Metrics No Longer Reflect Value Little has changed over the past 20 years: Service organizations still rely on ticket-based processes managed with outdated metrics. Increasing automation and agentic AI mean delivery models are evolving rapidly, but many organizations depend on traditional performance metrics rooted in pre-AI, human-centered service and support.