Develop IT Business Capabilities To Maximize Customer Value

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.