Vision Report

Use Insights To Continuously Adapt Your Operating Model For Performance

Embed Data Insights Into Each Layer Of Your Operating Model

November 22nd, 2021
With contributors:
Matthew Guarini , Lauren Nelson , Gene Leganza , Duncan Dietz , Emily Stutzman , Michael Kearney


High-performing IT organizations deliver the right value to external customers and internal stakeholders at the right time. But how do they do it? They do it by using insights to drive continuous improvement across the six layers of their operating model — customer, service, capability, structure, governance, and leadership. By capturing relevant data and using insights from that data, high-performing IT organizations accelerate growth, minimize risk, increase operational efficiencies, optimize technology costs, and improve time-to-market. These benefits result from focused development of core capabilities and investment in the technology and data assets that enable the transfer of value to the customer.

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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.