Overview

Challenges

This framework is designed to help technology services organizations in their transition from traditional operational models (1.0) to advanced, outcome-oriented models (2.0). It addresses current pressures such as AI expectations and the demand for measurable outcomes, and provides a structured, actionable plan to navigate the complexities of this transformation successfully.

Summary

The 'Transformation in AI Era' framework outlines a structured approach for technology services organizations to transition from outdated 1.0 practices to a modern, agile Services 2.0 operational model. This framework highlights the need to integrate AI capabilities, enhance customer outcomes, and create a specific execution plan while addressing existing operational frictions for a successful transformation.

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Included in the full report

Pressure for Change:

Organizations face mounting pressure from AI expectations and customer demand for measurable outcomes while still operating with outdated practices.

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Building Blocks of Services 2.0:

The framework consists of various building blocks, including the current and future operational models, bridge capabilities, and a clear six-month execution plan.

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Defining Future Vision:

Clearly articulating the future state of services ensures alignment and guides subsequent strategic decisions.

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Reworking Financial Models:

Transitioning to a 2.0 model requires redefining financial metrics to support outcome-driven services over traditional volume measures.

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Addressing Friction Points:

Identifying and tackling specific operational challenges is essential to enable smooth transition and avoid stagnation during the transformation process.

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Publication date:

March 5, 2026

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