Technology execs must optimize their tech decisions by embracing different operating models to achieve results. Operations influences experiences for your customers and your employees. Operations must countermand the stereotype as the department of “no” — with arduous, slow processes — or face circumvention. Customers and employees want speed and new technology but not without resilience and basic dependability. To achieve this, enterprises must change. This report helps technology execs understand current demands upon operational resources, the latest direction of leading organizations, and the key decisions that impact the business value of IT services.