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Put Customers At The Center Of Tech Processes

Intermediate Level: Process Practices For IT Transformation

February 1, 2021


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This report is part of "Act: Intermediate Level" in The IT Transformation Playbook.

Why Read This Report

Technology leaders at the intermediate level must advance IT with customer-focused processes that maximize value delivered. Once established practices are in place, it's time to focus on putting the customer at the center of planning, increasing automation to drive faster delivery, and getting insight-driven feedback. This report outlines the actions required of technology leaders in the intermediate phase of IT process maturation. This is an update of a previously published report. Forrester reviews and revises it periodically for continued relevance and accuracy.

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Table of Contents

  • Intermediate Technology Processes Improve Customer Experience
  • Transform How Teams Deliver Desired Outcomes
  • Use Desired Outcomes To Drive Software Development
  • Build Platforms To Accelerate Operational Excellence
  • Recommendations

  • Speed And Transparency Advance Agile Processes
  • Supplemental Material
  • Related Research Documents

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