Optimize the IT Operating Model

Enhance how IT adds value for consumers of technology services.

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Working without an optimized IT operating model can result in:

  • Increased proliferation of shadow IT.
  • Increased negative sentiment from IT service consumers toward IT.
  • Increased pressure on IT to support demands from multiple consumer groups with different needs for speed of delivery.

Working with an optimized IT operating model can result in:

  • Improved delivery of IT services to technology service consumers.
  • Increased alignment with IT strategy and in turn, business strategy.
  • Increased business satisfaction with IT.

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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

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