ITSM Operating Model Decision Brief
ITSM operating models are designed to provide clarity around ownership, decision-making, and service delivery. Over time, organisational change, new suppliers, and evolving technology can leave the operating model misaligned with how services actually operate. This decision brief highlights common patterns where accountability, governance, or ways of working begin to drift, helping organisations reflect on whether the operating model continues to enable performance or is unintentionally creating friction.
What this Guide Covers
- Common indicators of operating model misalignment
- Warning signs of unclear ownership and decision authority
- Practical considerations for restoring clarity and accountability
- A leadership reflection checklist used to support operating model reviews
Who is it for
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IT leaders responsible for service operating models and organisational alignment
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Service management and operational leadership teams
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Organisations introducing, evolving, or stabilising ITSM operating models
