IT Operating Model Transformation

Co-designing a new IT Operating Model

Challenge

Our client, a medium sized Australian technology workplace company, with approx. 1,000 IT users and 10,000 business customers, had experienced a significant decline in their main market over the past 5 years and was embarking on a company-wide digital transformation to become a cost leader in their core business whilst simultaneously generating new value streams for future growth. Information Technology (IT) was viewed as a critical enabler of this strategy, but a rapid uplift in capability was needed. The team at Technology Connect was engaged by the Executive Leadership Team to review the IT Operating Model (Op Model) and accelerate the capability uplift, including implementation of ‘New Ways of Working’.

Approach

We applied our IT Op Model transformation methodology and deep subject matter experience to conduct a review across five areas: Organisation, Process, Systems & Tools, Engagement and Governance. Our approach is unique and with an immediate focus on designing the Target Operating Model. Business Unit engagement was a key area of executive concern, especially related to incidents, service requests and projects. To create momentum and buy-in from all parties we applied our accelerated co-design workshops to rapidly proto-type ‘New Ways of Working’, i.e. using collaborative engagement forums, tools and techniques for efficient and transparent demand management.

Result

Our client achieved executive agreement to implementing the proposed Target Operating Model, including: New IT mandate and vision, organisational re-structure with position descriptions for new roles, leading practice process management framework aligned to ITIL and COBIT covering 34 processes, engagement framework, tools and methods with agreed terminology, stakeholder roles and responsibilities and ‘New Ways of Working’ to manage Business Unit demand, 10 governance forums and associated charters and a detailed implementation road map, including quick wins. Technology Connect was subsequently engaged to maintain momentum and implement the Target Operating Model.