Trends Report

Organize Your Infrastructure Team For Customer Obsession

December 16th, 2015
SV
Sophia Vargas
DB
Dave Bartoletti

Summary

Technology management is in the middle of a new evolutionary cycle that will transform infrastructure and operations (I&O) from its traditional role as infrastructure provider to its new role as a broker and manager of technology services. This report explains how to organize your infrastructure team and describes the most important roles and skills you need to help your business win, serve, and retain customers. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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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.