BTOES Insights Official
August 17, 2019

2019 AWARD FINALIST SPOTLIGHT: IBM - Finalist in the Operational Excellence to deliver Business Transformation Category


Read this article about IBM, one of our finalists, in the category Best Achievement in Operational Excellence to deliver Business Transformation, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.







For over 100 years, IBM has restlessly reinvented its enterprise architecture and operating model to meet the challenges and demands of an ever-changing market and an evolving technological landscape.


In 2016, IBM announced a transformation to the premier Cognitive Enterprise Support model, reaffirming the company as the global leader and innovator in enterprise infrastructure and support delivery.  As a pillar of this transformation, IBM established the Composable Marketplace – a transparent marketplace built on a prioritized and flexible portfolio of support offerings and enabled by an innovative accountability model with new roles for Buyers and Providers to dynamically manage supply and demand.

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The Composable Marketplace was founded on three principles:  Transparency, Choice and Accountability.

  • Transparency: Categorized a significant portion of IBM infrastructure spending into a centralized, online catalog with clearly defined support offerings that can be reviewed and adjusted by an IBM Buyer.
  • Choice: Established clear cost and consumption data for each of the support offerings, allowing a Buyer to visit a web-based Marketplace (pictured below) to make trade-offs between specific offerings that support the growth of the Business Unit.
  • Accountability: Created a light-touch management system and tiered governance model that connects the Buyers with the Providers, promoting ongoing dialogue that creates alignment between supply and demand, builds a culture of collaboration and instills a service delivery mindset.


As the Composable Marketplace has evolved, it has provided IBM leadership with unparalleled transparency into the enterprise’s infrastructure support.  Today, the catalog consists of 194 offerings across ten Shared Services.  The Composable Marketplace gives the Business Units a voice in the process and empowers them to make decisions that will drive positive business outcomes.  The increased dialogue and collaboration with the Business Units has enabled the Shared Services to prioritize the highly valued offerings and realign their portfolio of services to deliver the required cost savings.

Operating costs have been reduced by 10% for the Shared Services and IBM has achieved a best in class spend to revenue ratio as a result of the Composable Marketplace.


The Composable Marketplace has disrupted the standard operating model for the Shared Services and has resulted in significant benefits for the Business Units.  It has been highlighted internally as an example across the company for cross-functional teaming and ‘uniting as one’ to deliver value to the business. Looking forward, as the Composable Marketplace seeks to integrate internal Net Promoter Score (service quality) and Cognitive forecasting (demand accuracy), this new model will remain a pillar for IBM’s position as an industry leader and innovator for enterprise operations.


Through the multiple phases of the Composable Marketplace, IBM has established, for the first time, complete visibility into its Shared Services spend and overall infrastructure support portfolio.  The model has empowered Business Unit leadership to make support decisions based on demand, instilled a service delivery mindset across the Shared Service organizations and created the building blocks and data insights to effectively respond to future transformations.



About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners for all categories and for The Platinum Awards will be announced at The Business Transformation & Operational Excellence Summit & Industry Awards on Wednesday March 20th, 2019, from 6.30pm, in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort®. 

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The 2019 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit on March 20, 2019 in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando™



The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort®

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.


Quick Links



BTOES19 Awards


There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 

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