Vision Report

Deliver Modern, Resilient Operations

Modern Operations Enables Innovation And Is Internal Customer-Obsessed

August 2nd, 2021
With contributors:
Lauren Nelson , Tyler Brown , Diane Lynch


As technology leaders strive to boost the performance of their IT org, they seek to support their key technology priorities with modern, resilient operations. They seek to empower their customers with the right services and platforms, while inserting automated processes and standardization that ensure improved experience and minimized risk. This report outlines the resources Forrester has to guide operations leaders through this practice including Forrester’s Modern Technology Operations Model, our EPOCH product team guidance, our guide to a holistic modern practice, and key differentiating techniques that can be used to enable success.

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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.