Best Practice Report

Build Your High-Performance IT Operating Model Iteratively

Understand Your Customers To Define Your Services And Capabilities

July 28th, 2021
Gordon Barnett, Principal Analyst
Gordon Barnett Principal Analyst
With contributors:
Matthew Guarini , Bobby Cameron , Charles Betz , Audrey Hecht

Summary

Firms that have attained the highest levels of customer obsession have done so by adopting well-designed high-performance IT operating models. Firms that have failed to meet customer obsession expectations often struggle because they limit their focus to people, process, and technology rather than the full array of operating model elements. Tech execs can improve their IT operating model design by following a proven iterative process; this report lays out the process of designing a high-performing IT operating model.

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