Forrester

For Infrastructure & Operations Professionals

Report:The Forrester Wave™: Service Desk Management Tools, Q2 2008

Axios, BMC, CA, HP, IBM, And Infra Lead For Large Enterprises

In Forrester's 96-criteria evaluation of service desk management tools vendors, we found that BMC Software's Remedy IT Service Management, CA, HP, and IBM lead the pack for large enterprises because...

• Downloads: 2950

For CIO Professionals

Report:The Total Economic Impact™ Methodology: A Foundational Framework For Investment Decisions

Underlying any investment is the ever-present question of "What am I going to get for my money?" To answer this question, Forrester developed the Total Economic Impact™ (TEI) methodology. TEI...

• Downloads: 3048

For Infrastructure & Operations Professionals

Report:Topic Overview: Help Desk/Service Desk

Technology has become an integral underpinning of virtually all business interactions. However, just as a smoothly running infrastructure can enable business users to succeed, flaws in this...

• Downloads: 2666

For Business Process Professionals

Report:The Forrester Wave™: Customer Service Management Software, Q2 2007

Different Markets And Needs Point To Different Solutions

Forrester evaluated leading customer service management software vendors across approximately 180 criteria and found that Entellium, Microsoft, Oracle Siebel CRM, Oracle Siebel CRM On Demand,...

• Downloads: 1395

For CIO Professionals

Report:The ROI Of Interactive Chat

A Total Economic Impact™ Analysis Uncovers Big Benefits Of Proactive Chat

Too many companies sit passively by while prospects on the verge of buying abandon their online shopping carts or applications, potentially never to return. Smart organizations are evaluating the...

• Downloads: 1524

For CIO Professionals

Report:Building An IT Portfolio Management Function

The IT portfolio represents the collection of projects, expenditures, and existing technology investments. IT portfolio management includes oversight, management, and control of the current and...

• Downloads: 1789
• Rating:

For CIO Professionals

Report:Best Practices: Implementing Online Chat

As companies move to improve their online customer experience, many more are using text-based chat to better engage visitors to their site. But the customer service organization, in conjunction with...

• Downloads: 1508

For CIO Professionals

Report:Eight Ways CIOs Use Capability Maps To Embed Business In The Management Of IT

Business capabilities define what your organization does to execute its mission or support its position in the marketplace. These capabilities, such as "customer management," "product development,"...

• Downloads: 1186

For CIO Professionals

Report:Visualizing The IT Portfolio With The Forrester Technology Investment Matrix

Business cases for IT investments are now the norm rather than the exception. However, projects are still considered individually as discrete investments. Likewise, there is often a segmentation...

• Downloads: 1236

For CIO Professionals

Report:Forrester's Approach To IT Investment Optimization

Use The Forrester Technology Investment Matrix To Ensure Investment Clarity

IT organizations often face the task of evaluating investment opportunities that run the gamut from infrastructure improvements to new business applications and from risk mitigation to strategic...

• Downloads: 1096

For CIO Professionals

Report:Key Elements In A BT Business Case

Quantifying And Selling The Value Of A Business Technology Investment

For every major IT project or initiative, CIOs should demand a business case that outlines the business reason(s) for the investment, the expected benefits of the initiative, the costs to make it...

• Downloads: 974

For CIO Professionals

Report:Forrester's Best Practices Framework For BT Portfolio Management Leadership Maturity

The role of today's CIO is less that of a technology steward and more that of an investment portfolio manager — trusted with the management of a considerable portion of an enterprise's funds to...

• Downloads: 859

For CIO Professionals

Report:The Empowered BT CIO

A Road Map For CIOs To Succeed In An Empowered World

Many pundits are writing the CIO's obituary. Your employees and the business are no longer relying on IT to provision and deliver technology. They are using technologies like social, mobile, cloud,...

• Downloads: 840
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For CIO Professionals

Report:Create A Living BT Road Map

Road Map: The BT Strategic Planning Playbook

The early stages of the business technology (BT) strategic planning framework identify business strategies and associated technologies to support the business cycle. These stages involve identifying...

• Downloads: 904
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For CIO Professionals

Report:Empowered Business Technology Defined

The Future IT Organization And Its Implications For CIOs

The empowered era has brought about a paradigm shift for IT organizations. Employees and customers are no longer relying on IT to provision and manage technology. They are using social, mobile,...

• Downloads: 819
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For CIO Professionals

Report:Industry Innovation: US Federal Government

Technology Trends That Will Change The Way Government Operates

The US government, with its almost $80 billion annual IT budget, is one of the largest consumers of IT goods and services in the world. It is therefore not surprising that the same technological...

• Downloads: 788

For CIO Professionals

Report:Specialized Customer Service Solutions Fill Gaps In Suite Functionality

To adequately meet customer service requirements, companies must address myriad channels, requirements, and needs. Forrester Research recently evaluated key vendors with broad solution portfolios for...

• Downloads: 613

For CIO Professionals

Report:Identifying Technology Life-Cycle Changes

Key Transitions Drive Changes In Focus, Metrics, And Investments

Technologies proceed through discrete life cycles, from introduction, through core business support, and on to a reduced, supporting role. Understanding these various life-cycle changes allows an...

• Downloads: 716
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For CIO Professionals

Report:Forrester's Technology Investment Matrix Clarifies Technology Risk Issues And Strategies

Risk, as it pertains to technology development and operations, comes in many guises and requires different mitigation strategies. Unfortunately, many organizations apply a set of imprecise,...

• Downloads: 661

For CIO Professionals

Report:Categorize IT Outsourcing Investments To Ensure Success

Contracting with third-party providers to supplement and complement internal IT resources represents about 20% of IT spending globally. However, 15% to 30% of surveyed organizations are dissatisfied...

• Downloads: 696

For CIO Professionals

Report:Trends 2009: More Tech Choices For Customer Service Improvement

The convergence of many trends — both internal and external to client organizations — portend a dynamic year for customer service. Tough economic times are forcing companies to tighten...

• Downloads: 450

For Application Development & Delivery Professionals

Report:Quantifying Technology Investment Risk

A Component Of The Forrester Total Economic Impact™ Methodology

The process of risk measurement has been confounding decision-makers within IT for some time, resulting in the use of weak qualitative analysis that only loosely ties to project outcomes. But using...

• Downloads: 576

For CIO Professionals

Report:Introducing The Forrester BT Leadership Maturity Model

A Self-Assessment Framework To Focus And Accelerate Your Transformation

Many CIOs struggle to answer two deceptively simple questions: 1) How are we doing, and 2) what should I prioritize? These questions invite a host of complexities, raising questions about the role of...

• Downloads: 598

For CIO Professionals

Report:Valuing And Communicating IT Flexibility

A Component Of The Forrester Total Economic Impact™ Methodology

Rapid business changes and future business uncertainties create the need for flexibility, scalability, and adaptability within the IT infrastructure. However, as such investments rarely produce...

• Downloads: 589

For CIO Professionals

Report:Learning From IT Satisfaction Surveys

Measure Expectations As Well As Satisfaction

Although spending on IT may be up a bit from past years, there is by no means any money to waste. CIOs must carefully prioritize initiatives and allocate scarce monetary and human resources to...

• Downloads: 513