The State Of Modern Technology Operations Maturity, 2023

February 9th, 2024

Cortney Eldridge

Kathryn Bell

With contributors:

Charles Betz , Julie Mohr , Lauren Alexander , Kara Hartig

Our clients want to know: What’s the current state of technology operations maturity? And for those who have made key transformations: Is it working? Forrester surveyed 767 global digital and IT professionals with day-two responsibilities for digital systems to better understand what practices they use and how their choices relate to business value. Data analysis generated two major dimensions (technology and culture), resulting in four segments (boulderers, alpine climbers, solo climbers, and mountaineers). This report outlines the focus of high-performing organizations (mountaineers) and the future of the IT/digital organization’s 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.