How have you implemented a "Service-Optimizing IT Operating Model" in your organization? Do you have an example of what your IT organization looks like under this model? Any pros/cons you have discovered?
Sort by:
I love discussions of IT Operating Models, but haven't heard of this specific terminology before. For Gartner clients, the link to a document discussing it is available at https://www.gartner.com/en/documents/5165031#:~:text=The%20service%2Doptimizing%20IT%20operating%20model%20provides%20the%20foundation%20to,business%20performance%20through%20IT. but I am not a Gartner client so I can't see the details.
On the surface, this appears to be very similar approach to services that we took at P&G when I was there, now formalized into the Professional GBS certification offered by Inixia at https://inixia.com/gbs-professional-certification/.
it also looks very similar to the digital product oriented operating model provided in IT4IT v3.0 which you can read more about at https://www.opengroup.org/it4it-forum.
Would love to hear from anyone who might have knowledge of all three and could discuss further.
What gets measured gets done. In my experience, IT organizations do a much better job managing service levels and satisfaction of external vendors than it does for its own internal capabilities (think SLOs vs SLAs).
We are in this journey, with a focus on improving the end-user experience. It begins with reviewing our service catalog against customer expectations. It is easy to have scope creep and end up with a number of loosely defined expectations or services without formalized support. An outside-in view helps a great deal. We were able to see that the business prioritized some needs that were not supported and resourced in a way that aligned with expectations. It also allowed us to go back to the business funding source to compare what the users expect vs what the funding supports.
In a broader sense, each of our IT functions has specific KPIs to develop and execute Continuous Improvement initiatives, which we track progress on centrally.
Interesting question as I just started a Service Delivery Optimization program (different name for a very similar topic). The overall idea is to shift from a technology driven perspective to a user centric approach to (re)designing services, delivering and measuring. We are starting the journey with end user equipment and other service desk services (shift left) to test the model and learn.