Best Practice Report

Structure: Go Beyond People, Process, And Technology To Build A High-Performing IT Operating Model

Focus On Work Execution, Not On Your Org Chart And Reporting Lines

August 6th, 2021
With contributors:
Matthew Guarini , Audrey Hecht , Emily Stutzman , Peggy Dostie


As organizations become more customer obsessed, the IT operating model must adapt to new customer demands, and that shapes the way IT organizations deliver value. Moving IT processes from one silo to another is not the solution. To succeed in this ever-changing environment, tech execs must design an adaptive high-performing IT operating model structure that comprises a network of internal and external operating units working toward the same goal — delivering value to your customers. Using Forrester’s High-Performing IT Operating Model framework, tech execs can scope the work IT does and define who does the work, how the work is done, where the work is done, and who manages the work.

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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.