Trends Report

Deliver Better IT Assurance With Modern Technology Operations

Executive Overview: The Modern Technology Operations Playbook

January 6th, 2021
Rich Lane, null
Rich Lane
With contributors:
Lauren Nelson , Tyler Brown , Diane Lynch


By adapting processes, technologies, organizational structures, and governance, infrastructure and operations (I&O) pros can harness modern technology operations (MTO) practices to better address their organizations' digital business initiatives. MTO focuses on optimizing activities across the digital pipeline, emphasizing collaborative, integrated, and automated approaches, with the application of products and services to produce high-quality services and outcomes. This report outlines how Forrester's MTO playbook helps I&O pros address their firms' digital goals and provide a world-class customer experience (CX). This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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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.