Client Success Stories

“IT OPERATING MODEL: FOCUS ON STANDARDISATION & BUSINESS VALUE”

A clearly defined IT Operating Model enables IT organisations to respond faster to change and consistently deliver business value. Standardised processes, transparent services and clearly assigned roles create the structural foundation for efficiency, scalability and long‑term stability.

The Customer

Sector

Automotive

Turnover

< 500 MIO. EUR

Employees

< 2.000

Initial Situation

An internationally operating manufacturer of specialised commercial vehicles is undergoing a strategic reorganisation of its IT organisation. Growing demand for digital services, increasingly complex system landscapes and rising expectations from global business units are pushing existing IT structures beyond their limits.

At the same time, the share of externally delivered services is increasing, shifting IT’s role from hands‑on delivery towards coordination, control and integration. This transition requires a consistent service portfolio, professional demand and relationship management, clearly defined responsibilities and a focused sourcing model. The future IT Operating Model defines this direction and ensures sustainable implementation through targeted, structural measures.

We design a clearly structured, manageable and future‑proof IT organisation - built on defined roles, standardised processes and a transparent service portfolio.

Objectives

Design and implementation of a structured IT Operating Model
Establishment of a future‑ready role model to professionalise IT and ensure operational stability
Development of demand and relationship management to efficiently capture and realise business requirements
Positioning of the Service Desk as a central, business‑oriented single point of contact (SPOC)

Our Assignment

Establishment of a structured IT service portfolio as the foundation for a transparent and manageable IT organisation
Introduction of standardised, industry‑aligned ITIL processes: Demand, Incident, Service Request, Service Portfolio, Service Catalogue and Relationship Management
Definition and implementation of a clear role model
Optimisation of the support structure to increase responsiveness and service quality

Challenges

Limited transparency across the IT landscape and services
Unstructured demand intake and constrained support capacity
Missing single points of contact and limited consulting capability within IT
Unclear responsibilities across teams and functions
Inefficient processes leading to slow response times and reduced service quality

Measures

Creation of a transparent, business‑aligned IT service portfolio
Structured demand management and a future‑proof sourcing model for the Service Desk
Clear role model with unambiguous responsibilities
Defined roles, interfaces and accountability across IT and business
ITIL‑aligned process optimisation and standardisation

KC Process Model

To make the IT organisation future‑proof and sustainably manageable, several key capability areas were systematically developed as part of the engagement. The jointly agreed process model covers the entire IT Operating Model and ensures consistent implementation across organisation, processes and services:

OCM: Structured organisational change management with transparent communication and active employee involvement throughout the transformation.
Service portfolio: Comprehensive capture and structured representation of all IT services, including clearly assigned responsibilities to create a consistent portfolio.
Roles: Definition and implementation of a clear role model to unambiguously assign responsibilities and professionalise collaboration within IT.
Demand Management: Design of a standardised process to systematically capture, evaluate and prioritise business requirements.
Incident Management: Optimisation and redesign of incident management processes in line with ITIL standards.
Service Request Management: Establishment of a structured request management approach with defined processes, roles and service offerings.
Sourcing: Development of a future‑ready sourcing model for the Service Desk, including clear scope definitions, responsibilities and interfaces

By addressing these areas holistically, a consistent, transparent and scalable IT Operating Model was established.

“Clear structures, defined responsibilities and a consistent operating model are the foundation for an IT organisation that can scale efficiently and adapt to change.”

Marc Stocker
Senior Consultant Karer Consulting

Customer Benefits

Transparency

A standardised service portfolio creates full transparency across services, responsibilities and costs.

Efficiency

Clear processes and roles enable efficient collaboration and faster, more reliable service delivery.

Governance

Defined structures improve manageability and create a stable foundation for adapting to future business requirements.