The Evolving Infrastructure And Operations Organization

April 21st, 2010

Marc Cecere

Rachel Dines

With contributors:

Eveline Oehrlich , Alexander Crumb , Robert Whiteley III

Summary

Recent data shows that more than half of infrastructure and operations (I&O) departments are in a state of flux and are either considering or actively moving to a new organizational model. For many, these models are based on IT service management (ITSM). The primary drivers for this change are improving services, reducing costs, outsourcing, or as part of a change in management or the overall structure for IT. Today's I&O execs can partner with CIOs seeking assistance from consulting firms and tools vendors that have built up practices or software tools to enable the creation of services-oriented organizations. However, changing in this manner is not for everyone. Complexity, technology-oriented staff, and a lack of capacity for change are all gating factors. But those organizations that do make the leap to a services-oriented organization are often better positioned to communicate, deliver, and measure higher-quality services to the business without increasing resources.

Want to read the full report?

This report is available for individual purchase ($1495).

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.