Why Read This
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 TechRadar™ methodology. This is important because into 2020, the rise of "as-a-service" technologies, empowered workers, and a radically more complex business environment will challenge IT I&O leaders to deliver higher levels of value, agility, and user satisfaction, all while lowering the cost of IT services. This will require I&O organizations to shift from the role of primary provider of IT services to a broker of public and private services. To succeed, I&O leaders must improve and streamline SMA processes by adopting best practices such as those described in ITIL. This report focuses on the key SMA processes I&O leaders must improve to operate in this new model of IT and to provide IT-as-a-service. In particular, I&O leaders should prioritize incident, problem, and knowledge management in the short term, while maturing IT financial, configuration, and release management over the long term.
Tags: Application Management, Application Performance Monitoring, CRM Applications, Customer Relationship Management (CRM), Data Center Management, Enterprise Collaboration, Help Desk/Service Desk, Information Management, IT Asset Management, IT Infrastructure & Operations, IT Management Software, IT Process Automation, IT Service Management (ITSM), Knowledge Management, Service-Level Management (SLM)