Best Practice Report

Develop IT Business Capabilities To Maximize Customer Value

Focus On Identifying What Enables Services, Not Who, How, Or Where

September 17th, 2021
With contributors:
Matthew Guarini , Emily Stutzman , Peggy Dostie


Traditionally, IT operating models have been based on inside-out and bottom-up frameworks like ITIL; historic functions like application development; or technology towers like networks, servers, or storage. Such approaches respond badly to the fluctuating demands and priorities of today’s customer-obsessed enterprises. In contrast, future fit tech executives base their approach on value and business capabilities — what’s required for the IT organization to deliver IT services of value to customers. Forrester’s High-Performing IT Operating Model framework helps tech execs assess the importance, maturity, and complexity of capabilities to balance the need of delivering customer value with the need for operational excellence.

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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.