From Fragmented to Future-Ready: Evolving the IT Operating Model for Global Consistency
16 October 2025
In many global enterprises, IT operates like a federation of silos, with each region, function, or business unit running its own version of how things get done. The result is inconsistency, duplicated effort, and difficulty scaling innovation. The challenge is no longer just about improving processes; it is about evolving the operating model itself.
As organisations grow across geographies, technology landscapes, and business models, their IT functions often reflect this complexity. Legacy operating models struggle to balance local autonomy with global standardisation. Service management practices may vary by region, governance may differ across teams, and knowledge rarely flows freely. This fragmentation erodes efficiency, obscures accountability, and constrains transformation. Enterprises seeking to deliver a seamless, reliable experience, both internally and to customers, are recognising that IT must operate as one connected system, not as a collection of localised parts.
KA2 Approach
At KA2, we view operating model evolution as a journey of maturity, moving from ad hoc service delivery to strategic, scalable enablement. The foundation is clarity: clearly defined roles, global process ownership, and unambiguous accountability.
We can help your organisation design and embed an operating model that rebalances global governance with regional flexibility. This involves:
- Defining global standards across service management, risk, and change processes to ensure consistency and control.
- Establishing a central Service Governance Board to drive alignment between strategy, delivery, and continual improvement.
- Creating clear role archetypes — Service Owner, Process Owner, Service Manager — to unify accountability across geographies.
- Leveraging shared tooling and data models to create visibility and comparability across the global service estate.
The evolution is not simply structural; it is cultural. Success requires shifting mindsets from “our way” to “the best way,” underpinned by shared principles and trust in the model.
Outcomes
The result is a globally consistent operating rhythm, one that enables faster decision-making, reduced duplication, and a measurable uplift in service quality. Collaboration improves as governance structures provide clarity, not constraint. The maturing operating model becomes the springboard for subsequent initiatives, proving that sustainable transformation starts with operational coherence.
Looking Ahead
As technology becomes ever more distributed and user expectations rise; the IT operating model must evolve into a living framework. The future lies in dynamic operating models that adapt in real time, informed by data and enabled by automation. For organisations aiming to scale effectively, global consistency is not bureaucracy; it is the foundation of agility.
Conclusion
A future-ready IT function does not just deliver services; it delivers confidence, consistently, anywhere in the world.
Explore your ITSM maturity journey with KA2.
Schedule a short, no-obligation session with our consultants to discuss your operating model, governance, or AI-readiness priorities.
