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This is the Assessment Framework report in The Service Management And Automation Playbook.

For Infrastructure & Operations Professionals

Assess Your Service Management And Automation Maturity

June 05, 2012

By Eveline Oehrlich, Stephen Mann, Jean-Pierre Garbani, Glenn O'Donnell, John Rakowski with Doug Washburn, Lindsey Kempton

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Why Read This Report

This report introduces Forrester's solution for IT infrastructure and operations (I&O) leaders to assess the maturity of their service management and automation (SMA) program. This is important, because I&O leaders can't accurately plan, improve, or prioritize their SMA investments without a strong understanding of their current state, desired state, and the gaps in between. To help, Forrester has created a comprehensive framework, using the COBIT maturity level definitions, to assess 27 SMA functions from an oversight, people, process, and technology perspective. In particular, this report articulates the value of an SMA maturity assessment and introduces Forrester's SMA maturity assessment framework for readers to download and perform themselves.
Tags: IT Infrastructure & Operations, IT Process Automation, IT Service Management, Technology
US $ 499
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TABLE OF CONTENTS

  • You Can't Develop A Strategy Without Understanding Where You Are
  • Use Forrester's SMA Assessment To Define, Measure, And Improve

  • RECOMMENDATIONS

    Get The Most Out Of Your Assessment: Include Others, Assess Often
  • Supplemental Material
  • Related Research Documents
 
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