Best Practice Report

Structure: Work-Based Operating Units Increase Adaptiveness To Enable Customer Obsession

Design Your IT Structure Around A Network Of Autonomous Work-Based Operating Units

November 9th, 2020
With contributors:
Matthew Guarini , Audrey Hecht


Traditional IT operating models are not high-performing, most have static structures relying on slow-to-change skills. As a result, tech execs have struggled to meet business executives’ expectations for the tech-enabled agility they need to execute dynamic customer-obsessed and digital strategies. This report, one of four covering the structure within a high-performing IT operating model, helps tech execs understand the design decisions they must make to build the next-generation structure of their IT operating model.

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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.