skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration

Straight Talk IT

Ovum view

Like many mega-trends that came before it, digital has gradually transitioned from a vague and often misinterpreted buzzword, into a more established and understood paradigm of IT service delivery. However, numerous organizations that Ovum engages with have struggled to transform their IT function to support a digital business agenda. This is because many sought to transform without determining the delta between how their IT services currently operate and how they need to operate to support a digital transformation delivery agenda.

In fact, what has been commonly labelled "digital transformation" has been for many organizations a period of adjustment and experimentation in preparation for supporting the transformation of how their organizations consume business services. Throughout 2017, we have continued to see IT leaders assess their IT functions' organizational layout, capabilities, and cultural behavior to better align with how their organizations are evolving into a digitally enabled business. However, many IT leaders do not have the luxury of being able to reconfigure/rebuild their organizations, but are expected to evolve IT service delivery in-step with their organizations' digital agendas.

When IT leaders engage Ovum to discuss how their IT service delivery capability must evolve, the conversation typically revolves around how to provide measurable, flexible, adaptive, and scalable IT services – the goal being to reframe the IT function as a collaborative broker of IT services, and not an insular IT solution builder. Anyone who has worked in the IT industry long enough will admit that often this is easier to discuss than achieve.

From the perspective of IT service delivery, Ovum advises IT leaders that the following three capabilities are core to transforming IT service delivery to support an organization's digital agenda:

  • Innovation: Stimulating and determining an organizations appetite for both business and technology driven innovation and disruption, in order to identify whether continuous or cyclical innovation is culturally the best fit.

  • Modality: IT delivery is often framed from the perspective of how IT departments can deliver services, rather than the pace and cadence that different business functions react to business change, which requires a multimodal business-outcome focused approach.

  • Sourcing: Flexible sourcing models, multi-vendor hybrid cloud service delivery, product selection, and underlying contracts are all core to providing technology services that scale to meet today's demand and tomorrow's opportunity.

To transform IT service delivery, it is essential that an organization's IT leaders take a top-down approach. Engage your organization's board/leadership first, before then nominating key stakeholders and decision-makers. This ensures that any reconfiguration of the IT function, in regards to the three capabilities mentioned above, is tied to a measurable and agreed business value derived from the organization's digital business strategy, and not to an IT function-only activity led by technology.

Straight Talk is a weekly briefing from the desk of the Chief Research Officer. To receive this newsletter by email, please contact us.

Recommended Articles

  • Service Provider Markets, Consumer & Entertainment Services,...

    MWC 2018 Highlights

    By Ronan De Renesse 27 Feb 2018

    Over 20 of our senior Ovum analysts and consultants attended this year’s Mobile World Congress in Barcelona at the end of February. In between meetings, briefings and presentations, our analyst team were blogging and tweeting about key developments, trends and rumors. Have a look through our daily MWC 2018 Highlights to find out what happened.

    Topics 5G AI IoT Cloud Payments SDN/NFV Smart home

  • Enterprise Decision Maker, Enterprise IT Strategy and Select...

    2017 Trends to Watch: Big Data

    By Tony Baer 21 Nov 2016

    The breakout use case for big data will be fast data. The Internet of Things (IoT) is increasing the urgency for enterprises to embrace real-time streaming analytics, as use cases from mobile devices and sensors become compelling to a wide range of industry sectors.

    Topics Big data and analytics IoT

  • Consumer & Entertainment Services

    US pay TV: Is it facing an existential threat?

    By Adam Thomas 28 Mar 2018

    With US pay TV having endured the worst year in its history, thoughts have inevitably turned to the future. The likelihood remains that the immediate future will remain highly uncomfortable for everyone except the scaled multinational digital platforms.


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700

Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 788 597 5160 or email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now