Summary
Forrester client inquiries about IT processes have increased as digital transformation and DevOps practices force many IT organizations to reexamine the role of processes in their operating models. Organizations pursue processes for efficiency and consistency in delivering desired customer outcomes, often leading to overengineered processes and friction in creative endeavors such as R&D and higher-touch service. By adopting lean and agile thinking, technology leaders can redesign processes to increase flexibility and responsiveness.
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