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Integrated Services Transformation: Defining 3rd Platform "Business Oriented" Services

Integrated Services Transformation: Defining 3rd Platform "Business Oriented" Services

This IDC study, which targets IT operations executives, examines the impact of the 3rd Platform on brokering, integrating, and orchestrating IT business-oriented services. IDC FutureScape: Worldwide CIO Agenda 2015 Predictions (October 2014) emphasizes that by 2016, 65% of global competitive strategies will require real-time 3rd Platform IT as a service (ITaaS). This study examines the subsequent transformation of IT service management to delivery of IT as a service in the context of how IT is now defining service interactions, allocating resources, and collaborating with LOBs to achieve the enterprise's targeted business outcomes.

"Probably the most significant issue in the service management transformation from the 2nd Platform to the 3rd Platform is appropriately defining what constitutes 'IT business-oriented services,'" says Bill Keyworth, vice president of Research with IDC's IT Executive Programs. "Get this wrong, and everything downline — particularly the business perception of the value of ITaaS — is jeopardized."

Please Note: Extended description available upon request.


IDC Opinion
In This Study
IT Executive Program Research Agenda
Situation Overview
3rd Platform Mandate for ITaaS
Business Driving IT Investments
Four Dimensions of IT Business-Oriented Services
Capturing Business Benefits
Demonstrating Business Value
Increasing Customer Satisfaction
Increasing Efficiency and Reducing Cost
Future Outlook
Essential Guidance
Immediately: Before the New Budget Cycle (6–12 Months)
Short Term: After the Next Budget Cycle (12–24 Months)
Long Term: Two to Four Years
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Related Research
Synopsis
Table: Services Transformation: 2nd Platform Versus 3rd Platform
Figure: IT Executive Program Research Agenda Themes
Figure: Most Significant Business Initiatives Driving IT Investments
Figure: Business-Oriented Services Visible to Users
Figure: Dimensions of IT Business-Oriented Services

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