Gartner Research

Three Things I&O Must Change to Become a Valued Service Provider

Published: 09 December 2015

ID: G00279816

Analyst(s): George Spafford , Biswajeet Mahapatra


Service providers stress the need to deliver value from the customer's point of view. Most internal I&O organizations are cost centers with a limited understanding of cost drivers and service quality. Changing the mindset of I&O teams can lead to a trusted partner relationship with the business.

Table Of Contents
  • Key Challenges



  • I&O Leaders Should Change to a Service Provider Culture From a Technology Provider Culture by Transforming I&O Into a Value Center
  • I&O Leaders Should Change to a Self-Sustenance Funding Model Wherein Activities Are Run Based on the Costs Incurred, Revenue Generated and Additional Funding
  • I&O Leaders Should Change to Implementing Continuous Service Feedback and Improvement Mechanisms to Maintain the Trust of the Business

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