Gartner Research

How to Establish a Service-Optimized Organizational Structure

Published: 31 August 2016

ID: G00301661

Analyst(s): Monika Sinha


Service-optimized IT organizations represent a paradigm shift from their predecessors — process-optimized, functionally segregated, efficiency-oriented IT organizations. These market-competitive and trusted service partners shift CIOs from technology stewards to business solutions enablers.

Table Of Contents
  • Key Challenges



  • Go Beyond "Run" the Business by Moving to Service-Optimized ITScore Level 3 Maturity Level
  • Organize IT to Be Customer-Centric and Service-Optimized
    • Key Components of a Service-Optimized Organizations
  • Structure Your Service-Optimized Organization Into Three Key Segments: EA, IT Service and Delivery Management (ITSDM) and Planning
    • The Makeup of the Planning and Governance Function
    • The Makeup of the IT Service and Delivery Management Function
    • The Makeup of the Architecture and Solution Strategy Function
  • Implement Matrix Management
  • As You Execute on Level 3 Organizing Principles, Have Your Sights on What Comes Next

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