Info-Tech's latest Exponential IT research highlights the continuing evolution of IT service planning and architecture. The company's new resource delivers customer-focused strategies and integrated service design to help IT leaders excel in the age of digital transformation.
toronto
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January 22, 2024
/PRNewswire/ – As digital transformation continues to accelerate dramatically, IT service planning and architecture is undergoing a profound transformation. This transformation, driven by artificial intelligence and other advanced technologies, is characterized by an increasing emphasis on customer-centric approaches and the integration of technology with business strategy. In response to these dynamic changes, Info-Tech Research Group, a global leader in IT research and consulting, has released its latest chart,
Exponential IT for Service Planning and Architecture
. New Industry Insights provides vital analyst perspectives and recommended strategies for IT leaders to adapt their service planning and architecture to stay ahead in a fast-paced marketplace.
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Over the next decade, digital and technology-first services will fundamentally be how customers and communities interact with an organization's offerings — whether it's their products, platforms, experiences, support, or any other outcome.
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He says
Carlene McCubbin
associate vice president of research development at Info-Tech Research Group.
“Accelerating IT delivers more than just technological advancement; it's about driving growth, community experiences, and customer and enterprise value. Exceptional service has become the key differentiator for organizations, prompting technology leaders to shift focus from 'IT services' to 'enterprise services.'” In return, these technology-enabled services will bring tremendous value to customers and their organizations.”
Given these emerging trends, the Info-Tech Blueprint emphasizes the critical role of reimagining service planning and architecture through a customer-centric lens. The company's research calls for a fundamental shift in how services are conceptualized and delivered, moving away from a purely technical focus to a more holistic, customer-focused approach. This development is essential to creating services that not only meet but exceed customer expectations, thus enhancing overall customer satisfaction and loyalty.
The blueprint guides IT leaders through this process, highlighting the importance of incorporating customer insights and feedback into every stage of service design and delivery.
“Delivering exceptional technology-driven services requires a complete overhaul, putting the customer at the center of design and delivery.”
McCubbin explains.
“This transformation requires integrating enterprise and business architecture, customer experience, and service planning practices as the foundation of enterprise strategy. Enterprise architects play a vital role, guiding change, navigating technology's affordances and limitations, and detecting biases.”
Embracing massive technological advances is a transformative journey for IT departments, fundamentally changing IT's role in shaping and driving organizational strategy, the company's newly published source explains. This transformation will allow IT leaders to align more closely with enterprise strategies, enabling them to proactively address challenges and seize opportunities presented by the rapid evolution of technology. In this redefined role, IT becomes a key driver of business growth, innovation and customer-focused service excellence, going beyond the traditional support function.
To navigate this transformative landscape, Info-Tech recommends the following strategic framework specifically designed for this new era of IT, providing IT leaders with a roadmap to transform their service planning and architecture in line with the exponential advances in IT. The three main actions introduced in the new resource are described below at a high level:
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Be customer centric: Focus on delivering value to customers
– IT leaders must shift their focus from traditional service activities to prioritizing customer value. This approach involves directing service delivery towards creating tangible value for customers, and ensuring that IT initiatives align with and contribute to broader business and customer satisfaction goals. -
Go from controller to coach: business capabilities architect
IT leaders can emphasize the role of enterprise architects as strategic advisors driving organizational transformation. This approach involves moving beyond the traditional boundaries of IT control into a more advisory role, where architects guide business capabilities and strategic change. -
Stopping siled experiences: Create integrated enterprise services
– IT leaders and their departments must advocate for the integration of IT services across the organization to enhance growth and customer experience. This action focuses on developing cohesive, comprehensive services that leverage technology for seamless delivery, thus eliminating siled processes and improving overall service efficiency and effectiveness.
Info-Tech research underscores the need to reimagine service planning and architecture in the context of today's evolving technology landscape. By adopting the strategies and approaches outlined in the blueprint, IT departments can move from traditional service providers to key enablers of business innovation and customer-focused solutions. This strategic shift not only aligns IT more closely with overall business goals, but also positions IT departments as critical contributors to organizational success and agility in a dynamic, technology-focused business environment.
For exclusive media commentary from
Carlene McCubbin
an expert in operating models, design and governance, or to access the full file
Exponential IT for Service Planning and Architecture
Scheme, please contact pr@infotech.com.
About the Information Technology Research Group
Info-Tech Research Group is one of the world's leading IT research and consulting companies, proudly serving over 30,000 professionals. The company produces unbiased, highly relevant research to help IT managers and leaders make timely, strategic and informed decisions. For more than 25 years, Info-Tech has collaborated closely with IT teams to provide them with everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.
Media professionals can sign up for unrestricted access to research across IT, HR, software and hundreds of industry analysts through the company's Media Insiders program. To reach, contact pr@infotech.com.
For information about the Info-Tech Research Group or to view the latest research, visit infotech.com and connect via LinkedIn and
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Source: Information Technology Research Group
