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Online Masterclass – Designing Your Operating Model using the Operating Model Canvas

May 20, 9:30 am - May 21, 1:00 pm

Whether you are designing an IT operating model, a Service Management operating model or an operating model for an individual product or service, the Operating Model Canvas and its accompanying tools will help you.

This online Masterclass will explain the Operating Model Canvas framework and expose you to some of the tools that support this framework, such as value chain maps, organisation models, people models and decision grids.

Facilitated by Andrew Campbell, a Director of Ashridge Executive Education, part of Hult International Business School. Andrew is author of the book Operating Model Canvas and an expert at translating strategy into operating design. He teaches an executive course at Hult titled “Designing Operating Models”.

By the end of the Masterclass you will be able to analyse your current operating model and design changes that will improve performance.

Who should attend

The Masterclass is for anyone in a managerial role in service management; for those likely to be part of a change team or transformation team; for HR business partners working with IT; and for consultants working on service management challenges.


What will it involve?

This interactive event will involve sessions on the following:

  • What is an operating model
  • The Operating Model Canvas and the Business Model Canvas: the core frameworks
  • Stakeholder Maps and Value Propositions: tools that clarify the desired outcomes
  • Value Chain Maps: lay out the work that needs to be done to deliver the outcomes
  • Organisation Models: an organisation chart that shows the working relationships
  • People Models: a way of thinking through a people strategy
  • Decision Grids: a way of clarifying how decisions get made
  • Design Principles and the process of design: how to develop a target operating model

Each session will involve a brief lecture followed by an exercise, so that participants learn how to use the tools and frameworks on their own situations.

Participants will receive a copy of the Operating Model Canvas book as part of their delegate pack.

What are the key benefits of attending?

You will leave with the tools you need to review your existing operating model and the ability to design changes that will improve performance.

Why do I need to understand operating models?

Good performance comes from having well designed processes, people capable of doing the work they have been assigned, an organisation that supports the people and makes timely decisions, information systems that support the processes, suppliers that support the processes, and more. In other words, good performance comes from having a well-designed operating model.

If you are ambitious to deliver good performance or performance improvements, you will benefit from considering the whole operating model. This is because changes in one area, such as a process improvement, will often only lead to performance improvements if accompanied by changes in other parts of the operating model, such as people model, organisation model, supplier relationships or information. Armed with the Operating Model Canvas you will be able to see the big picture whenever you are working on the details.

Delivery Platform

This online Masterclass will be delivered over two days, during the hours of 09:30 – 13:00 each day, using WebEx platform.

How much does it cost?

Places are available to itSMF UK members for £295.00 + VAT.

Not yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership.  To find out about other membership levels, benefits and costs please click here.


online remote


May 20, 9:30 am
May 21, 1:00 pm
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itSMF Events Team
+44 (0)118 918 6500
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