Gartner Research

Seven Organizational Implications for CSPs Embarking on Digital Service Transformation

Published: 27 September 2013

ID: G00255763

Analyst(s): Andy Rowsell-Jones , Neil Osmond


Communications service provider success in digital services is reliant on transforming IT from providing business support to delivering innovative customer-facing digital services. We examine barriers to this organizational transformation, and recommend steps CSP leaders can take to overcome them.

Table Of Contents
  • Key Challenges



  • Determine the Priorities and Degree of Change Required
  • Assess IT's Organizational Readiness
  • How to Use This Assessment Tool
    • Performance Assessment
  • Prioritize Actions to Address Gaps in IT's Ability to Deliver Digital Services
    • IT Brand
    • Business Value
    • Agility
    • Capabilities
    • Culture
    • Process
    • Structure

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