Case Study

Evolving To A High-Performing, Service-Driven IT Operating Model

Using The Forrester High-Performing IT Operating Model To Reposition Your IT Operating Model

August 18th, 2021
With contributors:
Matthew Guarini , Emily Stutzman


In recent years, internal IT service providers of many organizations have been transforming from a purely budget-driven operating model to a more strategic service integrator or service broker model with a profit center mentality. This has resulted in technology executives needing to transform their portfolio activities into value-based customer-centric services. The Forrester High-Performing IT Operating Model helped a tech exec at an internal service provider reposition its services portfolio and adapt its operating model. Read this case study to learn how the provider used Forrester’s framework to deliver on its mission and realize its purpose while improving cost effectiveness and IT staff morale.

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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.