Gartner Research

10-Point Action Planner for Good I&O Managers to Become Great I&O Leaders

Published: 02 December 2014

ID: G00270521

Analyst(s): Tapati Bandopadhyay


A digital enterprise requires I&O to move from a tactical to a strategic role and to transform its ITSM practices. To become strategically relevant, follow the 10-point action plan in this research.

Table Of Contents
  • Key Challenges



  • Implement a Business-Value-Driven Approach to I&O Services
    • 1. Understand Your Business
    • 2. Match ITSM Practices to the Pace of Business
    • 3. Create and Communicate a Vision for a Future Based on Business Value
    • 4. Plan Ahead for a Fast-Changing Future
  • Create a Risk-Aware, Change-Embracing Culture and Question the Status Quo
    • 5. Implement Multisourcing
    • 6. Don't Plan in Technology Siloes; Plan in an Integrated and Parallel Manner
    • 7. Encourage Innovation and Inculcate a "Can Do" Culture
    • 8. Think Big and Execute in Small Steps
  • Focus on Strategic Aspects, Such as Managing Demand for I&O Services, Rather Than Just Fulfillment
    • 9. Empower Your Managers Using a Shared, Accountable Framework
    • 10. Raise I&O Visibility

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