Vision Report

The High-Performance IT Operating Model

Design Your Operating Model Using Forrester’s Customer-Centric Design Framework

February 26th, 2024
With contributors:
Matthew Guarini , Sam Higgins , David Morrison , Ian McPherson


Many IT operating models struggle to support and enable businesses serving today’s dynamic customer demands. To be a high-performing IT organization, technology executives must rethink the design of their IT operating model to align it with the accelerating customer, business, and technology change. This report outlines Forrester’s High-Performance Operating Model framework, which enables you to design and implement an operating model for your organization that continuously delivers value.

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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.