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Driving excellence in IT Operations

Driving excellence in IT Operations

The digital agenda is driving IT organisations to deliver value at ever-increasing velocity while still protecting the integrity and availability of services.


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Changes created through forces like cloud, agile, DevOps, micro services, containerisation and automation are challenging and disrupting the traditional delivery and management approaches followed in the majority of IT organisations today.

IT is now getting closer to the business, and we see an increasing number of cases where the IT organisation is moving towards a portfolio or platform-based operating model to better leverage the capabilities of today’s digital world. At the same time, IT has reached its tipping point where there is a need to move away from the ‘one size fits all’ approach enforced through complex internal processes and governance, to be more agile, flexible and autonomous to stay closer and meaningful to the business.

Portfolio and platform based models – which are primarily characterised through increased adoption of agile, a growing culture of DevOps and a higher degree of automation – are already delivering results when it comes to the development of new solutions. However, there is not a great level of clarity and consistency when it comes to the run or operations side of IT, in terms of its evolution to meet the demands of the portfolio based operating model.

This paper from KPMG on the Future of IT explores how IT Operations might evolve to meet the demands on next generation operating models and cater to the new ways of working driven through cloud, as-a-service, and DevOps to excel in the digital world.

It addresses key considerations including: delivery patterns, organisation and culture, tools and automation, performance measures and controls, and service integration and management 2.0.

© 2020 KPMG, an Australian partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative ("KPMG International"), a Swiss entity. All rights reserved. Liability limited by a scheme approved under Professional Standards Legislation.

KPMG International Cooperative (“KPMG International”) is a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm.

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