Best Practice Report

Executive Guide: Technology Operations

Leading Operations Organizations Through Cultural And Technology Transformation

June 21st, 2022
With contributors:
Lauren Nelson , Kara Wilson , Ian McPherson


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.

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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.