Gartner Research

Take These Five Steps to Implement CSP Digital Platforms

Published: 14 March 2017

ID: G00324015

Analyst(s): Neil Osmond


There is a tendency for CSPs to take a technology-oriented path to build digital platforms. However, technology change is relatively straightforward compared with the challenge of reworking processes and instilling new ways of working. In this research, we guide CSP CIOs on the key steps to success.

Table Of Contents
  • Key Challenges



  • Step 1. Reimagine Customer Episodes
    • Collaborate to Break Down Preconceived Perceptions and Issues
  • Step 2. Determine Business Capabilities
    • Recommendations
  • Step 3. Revise Customer Processes
    • Reimagine the End-to-end Digital Experience
  • Step 4. Instill New Ways of Working
    • Adopt Bimodal as a Core Competency
    • Establish an IT Governance Approach Based on Business Outcomes
  • Step 5. Redesign Architectures
    • Begin by Establishing the Fundamental Attributes

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