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
Sam Higgins, Principal Analyst
Sam Higgins Principal Analyst
Gordon Barnett, Principal Analyst
Gordon Barnett Principal Analyst
With contributors:
Matthew Guarini , Emily Stutzman , Peggy Dostie

Summary

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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