Forrester

For Infrastructure & Operations Professionals

Report:The State And Direction Of IT Service Management: 2012 To 2013

Forrester Research, in conjunction with itSMF-USA, conducted its second annual survey to understand the state of IT service management (ITSM) in 2012 and its direction in 2013 — a critical...

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For Infrastructure & Operations Professionals

Report:IT Service Management Case Study: Making The Transition From On Premises To SaaS With BMC

Good Practices When Migrating To An SaaS-Delivered ITSM Solution

How do you successfully move IT service management (ITSM) tool enablement from an on-premises model to a software-as-a-service (SaaS) model? A North American brand communications agency found itself...

• Downloads: 142

For Infrastructure & Operations Professionals

Report:Case Study: Commonwealth Bank Of Australia Gets Service-Oriented Via Cloud Computing

Transforms IT From Cost Center To Innovation Center By Leveraging Cloud And Policy-Based Orchestration

Facing rising IT infrastructure costs, inflexible vendor contracts, and labor-intensive processes, Commonwealth Bank of Australia (CBA) undertook a massive IT transformation over the last five years....

• Downloads: 318
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For Infrastructure & Operations Professionals

Report:Evolve Your Service Management And Automation Skills And Staffing

Skills And Staffing: The Service Management And Automation Playbook

This report outlines the skills and staffing for Forrester's solution for infrastructure and operations (I&O) executives working on a service management and automation strategy. This report is...

• Downloads: 564
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For Infrastructure & Operations Professionals

Report:Develop Your Road Map For Service Management And Automation Processes

Road Map: The Service Management And Automation Playbook

This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their road map of service management and automation processes (SMA) using Forrester's...

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For Infrastructure & Operations Professionals

Report:Planning Road Map: Adopting ITIL

ITIL is now in many ways bigger than its "master" — IT service management. From its origins in the UK government, its use has grown rapidly in the last decade and ITIL continues to dominate...

• Downloads: 765
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For Infrastructure & Operations Professionals

Report:Five Steps To Improve Service Desk Effectiveness

The service desk is your IT organization's first line of response to business user incidents and requests. Because these interactions shape your business' perception of IT, it's critical to not just...

• Downloads: 523

For Infrastructure & Operations Professionals

Report:Case Study: Orrick's Service Desk Knowledge Management Journey

During a self-evaluation, the Orrick service desk team realized a shortcoming around knowledge management. The issues ranged from out-of-date information and lack of common terminology to...

• Downloads: 317

For Infrastructure & Operations Professionals

Report:Real-Time Analytics For Contact Centers

Do You Know What Your Customers Are Thinking?

Although contact centers and customer support managers collect data on their agents' performance, too little information is known about what their customers are experiencing during an interaction....

• Downloads: 1319

For Infrastructure & Operations Professionals

Report:Market Overview: IT Service Management Support Tools

An Overview Of The Modern Service Desk And Other Technologies

The service desk market generated more than $1.3 billion in 2008 and is expected to grow at about 10%. This market segment has experienced very little innovation in the past few years. The goals of...

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For Infrastructure & Operations Professionals

Report:Knowledge Management Is A Foundation For Good Customer Support

A Best Practice Introduced To The IT Operations And Service Desk Teams

As IT organizations deepen their maturity in service management, they progress from a simple ticketing system to an IT Infrastructure Library (ITIL) process-oriented service desk with self-service...

• Downloads: 973

For Infrastructure & Operations Professionals

Report:The Low-Hanging Fruit That Service Operations Teams Should Consider Now

Some IT organizations are confident that they can weather the storm of our current economic situation. Others believe they can maintain their current staffing level, and some are saying that they can...

• Downloads: 1480

For Infrastructure & Operations Professionals

Report:Next-Generation Contact Centers

Solutions To Keep Pace With Your Customers

Contact center customer support needs to evolve to better serve customers who no longer rely on one venue for receiving information but instead engage multiple sources. In addition to checking a...

• Downloads: 1369

For Infrastructure & Operations Professionals

Report:The Help Desk Is On The Critical Path For Pandemic/Disaster Recovery

Oft-Overlooked Group Is Key To Business Continuity

The designation of the H1N1 flu virus as a pandemic by the World Health Organization (WHO) should, once again, prompt organizations to revisit their business continuity planning processes. However,...

• Downloads: 313

For Infrastructure & Operations Professionals

Report:Twelve Criteria For Contact Center Outsourcers

Questions Companies Need to Ask When Engaging A Contact Center Outsourcer

Many companies consider outsourcing their contact center or customer service centers to improve operational efficiencies and to increase customer satisfaction. However, many decision-makers know...

• Downloads: 725

For Infrastructure & Operations Professionals

Report:Vendors: Make Mobile App ROI Your Sell Epicenter

ROI Analysis Must Prove The Business Process Benefits Of Mobile Solutions

The economic downturn increases pressure on enterprises to control costs and to provide return on investment (ROI) analysis to justify the benefits of investing in mobile technologies, applications,...

• Downloads: 434

For Infrastructure & Operations Professionals

Report:Knocking The NOC: Enter The New Operations Center

The operational hub of any well-run and complex organization is a strong operations center. In IT, this function is often fragmented into pockets that tend to be too isolated. Such isolation is a...

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For Infrastructure & Operations Professionals

Report:Service Manager ¿ Job Profile And Description

Position overview: The service manager provides IT's face to the business, ensuring that customers receive value from IT.

• Downloads: 4

For Infrastructure & Operations Professionals

Report:Don't Panic! The IT Jobs Picture Isn't As Bad As You Think

Where The Jobs Are: 2009 US IT Occupation Trends

The economic slowdown is affecting everyone, including infrastructure and operations (I&O) professionals. With all the news of layoffs and bailouts, you couldn't be blamed for worrying about how safe...

• Downloads: 432

For Infrastructure & Operations Professionals

Report:Ten Steps For Reducing Contact Center Expenses

Slow Economy Necessitates You Take A Close Look At Contact Center Costs

During an economic slowdown, customer service managers need to take a close look at their contact center operations to find ways to reduce costs while maintaining high levels of customer support. Too...

• Downloads: 1487

For Infrastructure & Operations Professionals

Report:Proactive Outbound Notification Saves Money

And Provides A New Level Of Personalized Services To Customers

Proactive customer communications reduce costs for incoming calls by sending outbound messages of interest to customers to the device of their choice. Unlike automated robo messages that intrude...

• Downloads: 457

For Infrastructure & Operations Professionals

Report:Are Home Agents Right For Your Contact Center?

Challenges And Benefits Of Supporting Work-At-Home Agents

Faced with tight budgets, customer experience managers struggle to provide high-value customer support while also lowering operating costs. Many organizations are taking a closer look at employing...

• Downloads: 537

For Infrastructure & Operations Professionals

Report:2008 Contact Center Technology Trends

In 2008, contact centers are leaning toward an increased emphasis on self-service and applications that provide greater insight into customer experience. Organizations are also considering how to...

• Downloads: 1974

For Infrastructure & Operations Professionals

Report:Client Virtualization Enables Green Customer Care Centers: A Cox Communications Case Study

Hosted Application Virtualization Allows Workers To Bring The Call Center Home

As part of an initiative to differentiate its customer care centers to attract top talent, Cox Communications turned to hosted application virtualization to enable its care agents to work from home....

• Downloads: 598

For Infrastructure & Operations Professionals

Report:Case Study: PAETEC's Customer-Focused Strategy Captures US SMBs

PAETEC, a US communications solution provider, often flies under the radar screen when compared with better-known wireline operators like AT&T and Verizon. This may be about to change — PAETEC...

• Downloads: 287