Best Practice Report

The Five Phases To Transform IT In The Digital Age

Customer Focus, Speed, And Agility Change The Game Of Redesigning IT

March 27th, 2018
Marc Cecere, null
Marc Cecere
With contributors:
Bobby Cameron , Nigel Fenwick , Robert Valdovinos , Alyssa Danilow


The age of the customer, combined with digital, cloud, agile, and new technology, is rapidly changing the structure, processes, and culture of IT organizations. But the steps to get to these new models are as important as their end states. Through interviews with end users and transformation consultancies, we've found that there are five phases to a transformation. Within each phase are traditional activities that still work plus new ones specific to a digital transformation. This report describes these phases and how they're different today from several years ago.

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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.