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Project Toolkit
IT Operating Model
Defining how IT services will be delivered, managed, and governed in the target state.
IT Operating Model
The IT Operating Model defines how technology services will be delivered, managed, and governed to support business operations.
What is an IT Operating Model?
The operating model describes:
- How IT services are delivered
- Who does what (roles and responsibilities)
- How work flows through the organisation
- How decisions are made
- How performance is measured
Key Components
| Component | Description |
|---|---|
| Service catalogue | What services IT provides |
| Organisation structure | Teams, roles, reporting lines |
| Processes | How work gets done (ITIL, etc.) |
| Governance | Decision-making and oversight |
| Sourcing model | In-house, outsourced, hybrid |
| Tools and technology | Enabling platforms |
Operating Model Dimensions
| Dimension | Considerations |
|---|---|
| People | Skills, capabilities, culture |
| Process | Workflows, procedures, standards |
| Technology | Tools, platforms, automation |
| Partners | Vendors, suppliers, outsourcers |
| Governance | Controls, policies, compliance |
Sourcing Options
| Model | Description | When to Use |
|---|---|---|
| In-house | Internal teams deliver all services | Core capabilities, strategic control |
| Outsourced | External providers deliver services | Non-core, cost efficiency |
| Hybrid | Mix of internal and external | Balance of control and flexibility |
| Managed service | Provider manages specific functions | Specialist capabilities |
Design Considerations
- Business strategy and requirements
- Current capabilities and gaps
- Cost and efficiency targets
- Risk appetite
- Market availability of skills
- Regulatory requirements
Related Resources
- IT Strategy - Strategic alignment
- Support Model - Support structure
- Define Blueprint - Target state design
Last updated: 13 January 2026
Themes
Planning
Technology
Operations