Cio icon

Optimize the IT Operating Model

Enhance how IT adds value for consumers of technology services.

Unlock

This content requires an active subscription.

Access this content by logging in with your Info-Tech Research Group membership or contacting one of our representatives for assistance.

Speak With A Representative Sign In
or Call: 1-888-670-8889 (US) or 1-844-618-3192 (CAN)

View Storyboard

Solution Set Storyboard thumbnail

Contributors

  • Terry Brigman, CIO, City of Lakeland
  • Daniel Bursuc, Senior Manager, Rogers Communications
  • Stu Charles, CIO, Workers Compensation Board of Manitoba
  • Chantelle Denstedt, Director, IT Services, District Municipality of Muskoka
  • Joe Evers, Consulting Principal, JcEvers Consulting Corp
  • John Hansknecht, Director of Technology, University of Detroit Jesuit High School and Academy
  • Five anonymous individuals also contributed their insights to the project

Your Challenge

  • Organizations have to adapt to a growing number of trends, putting increased pressure on IT to move at the same speed as the business.
  • The business, seeing that IT is slower to react, looks to external solutions to address its challenges and capitalize on opportunities.
  • IT and business leaders don’t have a clear and unified understanding or definition of an operating model.

Our Advice

Critical Insight

  • The IT operating model is not a static entity and should evolve according to changing business needs.
  • However, business needs are diverse, and the IT organization must recognize that the business includes groups that consume technology in different patterns. The IT operating model needs to support and enable multiple groups, while continuously adapting to changing business conditions.

Impact and Result

  • Determine how each technology consumer group interacts with IT. Use consumer experience maps to determine what kind of services consumer groups use and if there are opportunities to improve the delivery of those services.
  • Identify how changing business conditions will affect the consumption of technology services. Classify your consumers based on business uncertainty and reliance on IT to plan for the future delivery of services.
  • Optimize the IT operating model. Create a target IT operating model based on the gathered information about technology service consumers. Select different implementations of common operating model elements: governance, sourcing, process, and structure.

Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out how implementing an IT operating model based on the needs of technology service consumers will improve the delivery of IT services and alignment with IT and business strategy.

1. Construct the IT services consumer experience maps

Assess the current situation by identifying technology service consumers in the organization, their interfaces with IT, the level of service they require, and their sentiment toward IT.

2. Classify IT service consumers based on business needs

Categorize the technology consumer groups into four business profiles based on their characteristics to identify implications based on technology consumption patterns for the target IT operating model.

3. Determine the target IT operating model

Select implementation models for the four core elements of the IT operating model and optimize governance, sourcing, process, and organizational structure to create the target IT operating model.

4. Create a roadmap to develop the target IT operating model

Create, assess, and prioritize initiatives to reach the target IT operating model. Construct a roadmap to show initiative execution.

Guided Implementations

This guided implementation is an eight call advisory process.

Guided Implementation #1 - Construct the IT services consumer experience maps

Call #1 - Define consumer groups in the organization.
Call #2 - Create a consumer experience map for each consumer group.

Guided Implementation #2 - Classify IT service consumers based on business needs

Call #1 - Classify the consumer groups into four profiles.
Call #2 - Identify implications for the target IT operating model from classification.

Guided Implementation #3 - Determine the target IT operating model

Call #1 - Select the implementation models for governance and sourcing.
Call #2 - Select the implementation models for process and organizational structure.

Guided Implementation #4 - Create a roadmap to develop the target IT operating model

Call #1 - Create initiatives to reach the target IT operating model.
Call #2 - Prioritize initiatives and create a roadmap for their execution.

Onsite Workshop

Discuss This Workshop

Book Your Workshop

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Identify Organizational Strategy and Technology Consumer Groups

The Purpose

  • Identify the IT and business strategies, so that the target IT operating model can be constructed to support them.

Key Benefits Achieved

  • Identify the implications for the IT operating model and understand how to optimally construct it.
  • Create consumer groups for consumer experience mapping and consumer profile classification.

Activities

Outputs

1.1

Review business and IT strategies.

1.2

Identify implications for the IT operating model.

  • Implications for the IT operating model
1.3

Identify internal technology consumer groups.

1.4

Identify external technology consumer groups.

  • List of internal and external technology service consumer groups

Module 2: Map the Consumer Experience and Identify Consumption Patterns (Consumer Group 1)

The Purpose

  • Identify the interfaces with IT for the consumer group, its level of technology service requirement, its sentiment toward IT, and its needs from IT.

Key Benefits Achieved

  • Consumer group needs from IT and feelings toward IT are identified.

Activities

Outputs

2.1

Identify interview candidates for the consumer groups.

2.2

Complete consumer group questionnaire.

2.3

Complete consumer experience map.

  • Consumer experience map for first group
2.4

Classify the consumer group into a business profile.

  • Business profile classification

Module 3: Map the Consumer Experience and Identify Consumption Patterns (Consumer Group 2)

The Purpose

  • Continue mapping the experience of consumer groups and classify them into profiles based on their needs to draw implications for the target IT operating model.

Key Benefits Achieved

  • Consumption patterns from the consumer groups are defined and implications for the target IT operating model are drawn.

Activities

Outputs

3.1

Continue interviews for consumer groups.

3.2

Complete consumer experience map.

  • Consumer experience map for second group
3.3

Classify the consumer group into a business profile.

  • Business profile classification
3.4

Aggregate the consumption patterns for the business profile and document implications.

  • Aggregated consumption patterns
  • Implications for consumption patterns

Module 4: Create the Target IT Operating Model

The Purpose

  • Map the target operating model to show how each element of the IT operating model supports the delivery of IT services to the consumer groups.

Key Benefits Achieved

  • Identify whether the current IT operating model is optimally supporting the delivery of IT services to consumer groups from the four core IT operating model elements.

Activities

Outputs

4.1

Determine the approach to IT governance.

4.2

Select the optimal mix of sourcing models.

4.3

Customize the approach to process implementation.

4.4

Identify the target organizational structure.

  • Target IT operating model

Module 5: Build a Roadmap and Create Initiatives to Reach the Target

The Purpose

  • Create initiatives and communicate them with a roadmap to show how the organization will arrive at the target IT operating model.

Key Benefits Achieved

  • The steps to reach the IT operating model are created, assessed, and prioritized.
  • Steps are ordered for presentation.

Activities

Outputs

5.1

Identify initiatives to reach the target IT operating model.

5.2

Create initiative profiles to assess initiative quality.

  • Initiative profiles
5.3

Prioritize initiatives based on business conditions.

5.4

Create a roadmap to communicate initiative execution.

  • Sunshine diagram