Model Overview Report

Identify The Stakeholder Value Drivers That Matter For High-Performing IT Operating Models

Master The Tools And Techniques That Highlight What Matters Most To Stakeholders

April 19th, 2022
With contributors:
Matthew Guarini , Maxie Schmidt , Anna Garik , Ian McPherson


Tech execs rarely know how their stakeholders derive value from their function or which value drivers matter most to them. In traditional IT organizations, serving stakeholders is often seen as a one-size-fits-all process and value is perceived as something that IT defines, builds, and delivers. Although there is more focus on stakeholder value in modern and future fit IT organizations, further compounding the problem, tech execs often use inconsistent tools and techniques to identify what matters to stakeholders. This report gives guidance on how to define, identify, and maintain value drivers using Forrester’s Economic, Functional, Experiential, and Symbolic (EFES) customer value model and how it affects the IT operating model.

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