Best Practice Report

The Eight C’s Of Effective Operating Model Design

Apply Protocols To Serve As Guardrails For Your IT Operating Model Design

April 24th, 2023
With contributors:
Matthew Guarini , Fiona Mark , Sam Higgins , Michael Kearney , Rachel Birrell


Tech executives continuously adapt their IT operating models to align with the dynamic demands of their end users, partners, and external customers. The drivers for change may vary, but challenges remain. To help, Forrester has developed a systematic approach to designing an operating model based on the four P’s: protocols, performance, principles, and processes. This report introduces eight protocols that help tech executives design high-performing operating models: clarity, competence, concept, capacity, cost, charting, calibration, and communication.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.