Rethinking technology and IT’s role
Technology strategy is being pushed beyond IT and into the realm of business strategy. Functional areas across the organization—human resources, finance, marketing, supply chain, legal, operations—now have a hand in reinventing their work using gen AI and are influencing decisions in the C-suite.
Accordingly, businesses are rethinking IT roles and responsibilities. To examine where this is taking us, we drew on firsthand experience delivering AI-powered reinvention across Accenture and for clients that are deploying gen AI to unlock new sources of value. We also consulted a range of academics and industry thought leaders for insights on how future organizations will operate in the age of gen AI.
While technology leaders will continue to advise the C-suite, some IT practitioners will diffuse into the organization, reporting to business units that deploy and manage enterprise technology independently.
Here is how organizations are moving from a traditional IT operating model to a business technology operating model.
FROM
One large, dedicated IT team handles an organization’s tech needs, overseen by the CIO
TO
Generative AI handles many routine tasks
AI is transforming work. It is automating repetitive tasks, optimizing workflows and enabling better, data-driven decisions.
The result: A more focused IT team that concentrates on strategic, high-value activities, while driving technology innovation strategy.
63%
of global C-suite leaders plan to reinvent their IT function in the next 3 years
FROM
The CIO is responsible for IT governance, solution delivery, app maintenance and infrastructure
TO
The CIO is a regulator of tech and infrastructure, setting governance and cybersecurity standards
Gen AI is pushing technology strategy beyond the IT department and into the realm of business strategy.
In the age of gen AI, the CIO becomes a regulator of technology and is responsible for defining standards and policies. However, the enterprise will be empowered to perform some IT activities that were traditionally the province of the CIO.
75%
of tech-forward companies have both a tech-fluent CEO and tech-fluent C-suites
FROM
IT practitioners have company-wide duties, such as software development, tech support and training
TO
IT practitioners handle business-critical IT activities and oversee teams of AI agents
Gen AI is triggering a fundamental reassessment of how companies must operate and what IT’s role should be. In the resulting business technology operating model, IT practitioners will handle business-critical IT work such as managing data and cloud architecture. They will also manage teams of AI agents. And they will educate the organization on responsible AI use.
Some IT practitioners who used to be part of the IT department will now be embedded in business units across the organization.
FROM
The CIO manages spending on enterprise technology and IT workers
TO
CIO guides spending on enterprise-wide IT investments. Business units have more autonomy
In a business technology operating model, spending on enterprise-wide IT investments will continue to be assessed and guided by the CIO. Meanwhile, some business-technology investments will be governed and funded by business units. Functional areas across the organization—human resources, finance, marketing, supply chain, legal, operations—will have a hand in gen AI-led technology development.
FROM
IT budget is allocated as a percentage of revenue. “Business as usual” activities are prioritized
TO
Technology budget is measured as value delivered per unit of investment
Technology budgets will prioritize innovative technology and processes, such as deploying AI agents and enabling cognitive digital brains to improve human + machine interaction. Investment governance and funding decisions will be made at the enterprise level, supported by the CIO.
4.7x
The growth rate for top performing AI adopters since 2022
35%
The increase in productivity experienced by sales teams at Accenture with gen AI
Four lenses through which you can look to rethink IT
To help you assess the practicalities of reinventing core IT business functions, we have developed a four-lens framework.
The integration of human + machine capabilities will bring vast new efficiencies to the enterprise—and drive significant change.
Key points to consider:
- Breakthroughs in human + machine intelligence require that business leaders improve their fluency and technical acumen
- AI agents and cognitive digital brains will deliver a generational leap forward in the way that IT teams are supported by technology
- A culture of trust is needed for new technologies to deliver business value, driving the need for responsible AI at scale
So, the question is…
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