Best Practice Report

Build Your High-Performance IT Operating Model Iteratively

Understand Your Customers To Define Your Services And Capabilities

July 28th, 2021
With contributors:


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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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.