An increasingly common myth is that the new reality will be largely a technology play, executed through a myriad of digital solutions enabled by the IT organization. In fact, the biggest change will occur outside the technology layer and be driven by the redefinition of work itself.
The future requires comprehensive changes that enable the whole business to deliver the products, services, and experiences that both employees and customers will expect. Successful companies will do this by transforming across the six dimensions of the IT operating model: functional process, technology, service delivery model, governance, people, and performance insights and data. Every change made to navigate COVID-19 impacts the IT operating model.