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Creating a Responsive, Customer-Driven IT Organization: Leveraging Value Streams

Creating a Responsive, Customer-Driven IT Organization: Leveraging Value Streams

This IDC study helps CIOs and IT executives understand an approach to creating a more responsive IT organization by clearly identifying the ways in which IT creates business value through services. It explores how service value is delivered to the ultimate customer and how the IT staff’s objectives and work can ensure that the organization is delivering the right value to the right customers — even when business conditions change. It’s a given that in the rapidly changing business conditions of the digital era, IT organizations need to be able to respond quickly to those changing conditions and needs. Yet many IT organizations are not as responsive as business leaders would like them to be. This study answers three questions:How can CIOs improve customer focus and optimize the business outcomes of IT services?How can IT resources be better aligned with customer needs?What tools and practices can be used to better align staff objectives and work with customer needs in dynamic business environments?“In an era of continuous change, IT organizations need to become more self-organizing and autonomous in order to keep up with the increasing velocity of business change.” says Marc Strohlein, adjunct research advisor with IDC’s Research Network. “One big step in that direction is helping IT staff members become more cognizant of their roles within the greater context of how IT delivers value to its customers and how their roles contribute to IT and business success.”

IDC Opinion
In This Study
Situation Overview
Defining Responsiveness and Why IT Organizations Are Lacking It
Mapping the Flow of Value from IT Services: The System of Systems
Identifying Customer Challenges and Needs
Creating Alignment from Top to Bottom
Future Outlook
Essential Guidance
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