CIO Checklist: Which Services Should You Manage As Continuous Business Services?

CIOs must help define and deliver solutions that span the customer lifecycle, continuously improving all customer-journey moments to support ecosystemwide value delivery. Many use a value delivery model called continuous business services (CBSes) that provide high-value capabilities crucial to business outcomes. Comprised of thin layers of function that integrate technology and labor, they’re continuously aligned to the complex technologies, systems, and processes used to win, serve, and retain customers. Most CIOs already have CBSes but don’t know it; this can lead to underinvestment, increased business risk, and ad hoc governance. This report provides a checklist to identify solutions to manage as CBSes.