Gartner Research

Get Your IT Service Model Right by Optimizing IT's Operations and Outcomes

Published: 26 April 2016

ID: G00307924

Analyst(s): Simon Mingay , Partha Iyengar , Cassio Dreyfuss


IT organizations seeking to optimize their performance must optimize the two key components of their service model (the operating and delivery models) and develop the necessary synergy between them. This research explains how to choose and combine those components.

Table Of Contents


  • IT Drivers and Organizational Drivers
  • Operating Models
  • Delivery Models
  • Nontechnical Choices
  • Relationships Between the Operating Model and the Delivery Model
    • Delivery Objective: Asset Optimization
    • Delivery Objective: Process Optimization
    • Delivery Objective: Service Optimization
    • Delivery Objective: Business Value
  • Action Items

Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.