Optimize the IT Operating Model – Phase 1: Construct the IT Services Consumer Experience Maps


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This phase provides a snapshot of the technology service consumers in the organization and their feelings toward IT services. This phase will take you through the following activities:

  • 1.1 Identify business groups in your organization.
  • 1.2 Review end customer data to create personas.
  • 1.3 Identify the interface with IT for each consumer group.
  • 1.4 Classify the type of service consumed to define the consumption pattern of the technology consumers.
  • 1.5 Identify the overall sentiment to each interface with IT and finalize a set of service metrics to measure their change.

Use this phase as part of the full blueprint, Optimize the IT Operating Model.

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