Published: 31 July 2023
Outsourced service practices hinder digital initiatives when strategic capabilities are managed as commodity services. Heads of I&O should assess the need to insource and reengineer the service operations capabilities most critical for delivering successful digital programs.
Commoditized, outsourced I&O service capabilities
Delivering effective digital solutions requires advanced capabilities of service operations to plan, manage and deliver products and services in line with the organization’s requirements.
Contractual obligations can make it difficult for heads of infrastructure and IT operations (heads of I&O) to pivot and realign their most critical and strategic outsourced ITSM capabilities with the rapidly changing needs of their organization.
To drive digital outcomes, heads of I&O must:
Ensure agreement on priorities by collaborating with IT and business stakeholders to align mission-critical MSP service capabilities with digital business goals.
Determine whether I&O can meet digital business needs
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