Decision Tool

Focus On Capabilities To Deliver a High-Performance Operating Model

Apply A Customer Lens To Your IT Business Capability Assessments

February 28th, 2022
Gordon Barnett, Principal Analyst
Gordon Barnett Principal Analyst
Sam Higgins, Principal Analyst
Sam Higgins Principal Analyst
With contributors:
Matthew Guarini , Anna Garik , Ian McPherson

Summary

IT business capabilities can make or break the performance of an IT operating model. Successful tech execs use capability assessments that focus on the customer first, rather than traditional, underperforming approaches that start with the service. Assessing through a customer lens enables tech execs to focus on investments that align operating model performance with customer value delivery. This capability assessment tool helps tech execs select the right operating model capability investment strategy based on shared business outcomes, the strength of existing capabilities, and the complexity of change to existing or newly adopted capabilities.

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