1. What is an IT Operating Model?
An IT Operating Model can be defined as “the basic framework that an IT organization follows to interface
with business, develop/procure the application/product as per requirements and finally provide services to
customers.”
What are the elements of an IT Operating Model?
The primary elements of an IT Operating Model are:
•Processes – What are the procedures to gather business requirements, develop products/applications,
procure products/applications, provide IT support and delivery and support enterprise architecture?
•Governance – What are the key roles involved in ensuring information flow from business into IT?
•Sourcing – How is the selection and management of external vendors done?
•Service Support – What are the processes followed to ensure service support?
•Service Delivery – What are the processes followed to ensure service delivery? What procedures are
followed for release of applications from development into production? How services are catalogued,
SLAs agreed and monitored?
•Structure – How are the IT functions organized and how will they interface with each other?
Why is an IT Operating Model important?
-Interface between business and IT
-Standard functions and processes
-Single, approved snapshot of process view
What is the methodology to design an IT Operating Model?
An IT Operating Model is designed by conducting detailed interviews and meetings with key stakeholders,
from business and IT, to understand:
-Key roles
-Key functions
-Information exchanged between functions
-Process definitions
-Detailed procedures
-Governance model
-Roles and Responsibilities