Forrester

For Infrastructure & Operations Professionals

Report:Empower I&O Staff With Automation

An Empowered Report: Use Automation To Convert The Geek Culture Of I&O To One That Can Solve Business And Customer Challenges

The explosive growth in mobile, video, cloud, and social technologies is creating a new movement that empowers individuals to solve customer challenges. Individuals who leverage these new powers are...

• Downloads: 349

For Infrastructure & Operations Professionals

Client Inquiry:What Expectations Should We Set For Support For Internally Facing Applications?

What are most organizations' expectations regarding 24x7 on-call support for applications — specifically internal applications, not simply customer-facing/web applications? What should we be...

For Infrastructure & Operations Professionals

Report:Improving The Ops In DevOps

Six Steps IT Ops Can Take To Build A Tighter Relationship With Development Groups

As IT organizations struggle to deal with the changing IT and business landscapes, the concept of DevOps (development + operations = DevOps) has been singled out by many as the way in which...

• Downloads: 708
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For Infrastructure & Operations Professionals

Report:Deliver Technology Services Faster, Cheaper, And Better

Executive Overview: The Service Management And Automation Playbook

Your business cares about outcomes, not technologies. Thus, it isn't enough to empower your developers and workers with the latest cloud, mobile, and analytics technologies. You must also invest in...

• Downloads: 691
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For Infrastructure & Operations Professionals

Blog:Management Software Sleeping Giants Awaken

Many industry watchers, including me and my Forrester Research colleagues, often highlight an elite group of management software megavendors commonly known as the “Big Four” that...

For Infrastructure & Operations Professionals

Blog:A Letter To Meg Whitman From The Market

Dear Meg, Now that you’ve settled into your latest position as the head of Hewlett-Packard, we wish to make a request of you. That request is, “Please take HP back to the greatness it...

For Infrastructure & Operations Professionals

Report:Forrester's IT Infrastructure Maturity Assessment

Forrester's IT infrastructure maturity assessment evaluates your current and desired state maturity across 24 key IT infrastructure elements within four top-level domains: oversight, people, process,...

• Downloads: 46

For Infrastructure & Operations Professionals

Report:Revive Your IT Management Software Portfolio

Operational management tools have been used for well over a decade, but assembling them is like assembling a jumble of jigsaw puzzle pieces, and the value of these tools remains ambiguous. Much of...

• Downloads: 144

For Infrastructure & Operations Professionals

Blog:The State Of ITSM In 2011 Report Is Now Available

  As many of you know, Forrester conducted a joint research study earlier this year, in conjunction with the US chapter of the IT Service Management Forum (itSMF-USA). The report is finally now...

For Infrastructure & Operations Professionals

Blog:Suddenly, Dell Is A Software Company!

The Dell brand is one of the most recognizable in technology. It was born a hardware company in 1984 and deservedly rocketed to fame, but it has always been about the hardware. In 2009, its big Perot...

For Infrastructure & Operations Professionals

Report:Turn Big Data Inward With IT Analytics

The Future Of Service Monitoring And Management

Your business is complex. Big data promises to manage this complexity to make better decisions. But the technology services that run your business are also complex. Many are too complex to manage...

• Downloads: 746
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For Infrastructure & Operations Professionals

Blog:Dell Is On A Quest For Software

  One of the many hilarious scenes in Monty Python and the Holy Grail is the "Bridge of Death" sequence. This week's news that Dell plans to acquire Quest Software makes one think of a...

For Infrastructure & Operations Professionals

Blog:Optimism For The Gelsinger Era At VMware

The most notable news to come out of the VMworld conference last week was the coronation of Pat Gelsinger as the new CEO of VMware. His tenure officially started over the weekend, on September 1, to...

For Infrastructure & Operations Professionals

Report:Market Overview: IT Process Automation, Q3 2011

Embrace IT Process Automation Technology As Your Foundation To Industrial IT

The tasks of the IT infrastructure and operations (I&O) professional have become increasingly complex and susceptible to human error. This is a direct consequence of the sheer volume and diversity of...

• Downloads: 964

For Infrastructure & Operations Professionals

Client Inquiry:Clarifying The ITIL Definition Of "Value Composition"

According to ITIL (Service Strategy Section 2.2.2), from the customer's perspective, value consists of two primary elements: utility, or fitness for purpose; and warranty, or fitness for use. Utility...

For Infrastructure & Operations Professionals

Blog:Glenn’s Analyst Relations Champ For 2012 Is …

  I will postpone the name of my 2012 winner for a bit. I first want to thank the great AR professionals with whom I have the pleasure of working! For those outside the technology vendor world,...

For Infrastructure & Operations Professionals

Blog:Use Boeing As A Metaphor For Service Excellence

Given the recent news about Boeing's 787 Dreamliner, my title may surprise you. Please read on. As I write this, I am in seat 1A of United flight 1607 from Philly to Houston. playing on the...

For Infrastructure & Operations Professionals

Blog:New Study Yields Eye-Opening IT Service Management Benefits

In April and May of this year, Forrester and the IT Service Management Forum’s US chapter (itSMF-USA) conducted a joint study to assess the state of ITSM. We collected data from 491 qualified...

For Infrastructure & Operations Professionals

Blog:ITSM: People are the Problem, but People are the Solution

I just spent most of this week at the annual itSMF conference called Fusion, held this year at the sprawling Gaylord National Resort below Washington DC. As always, it was a wonderful gathering of...

For Infrastructure & Operations Professionals

Report:Balance Disciplined Service Management And Automation With Flexibility

Policy And Procedures: The Service Management And Automation Playbook

This report outlines the policies and procedures IT infrastructure and operations (I&O) leaders and their teams should follow to effectively govern their service management and automation (SMA)...

• Downloads: 317

For Infrastructure & Operations Professionals

Report:Enhance Service Visibility To Reduce MTTR

Exploding Complexity Mandates The Consolidation Of Tools, People, And Knowledge

IT inexorably moves to more sophisticated models of dynamic services and cloud computing. Unfortunately, the most common operational functions remain less than dynamic and continue to focus on...

• Downloads: 351
• Comments: 1
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For Infrastructure & Operations Professionals

Report:Become Customer-Centric, Service-Focused, And Automated

Future Look: The Service Management And Automation Playbook

This report outlines the future look of Forrester's solution for IT infrastructure and operations (I&O) leaders planning the future of their service management and automation (SMA) program. This is...

• Downloads: 1087
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For Infrastructure & Operations Professionals

Report:Workload And Process Automation Must Converge

The Next Stage In I&O Industrialization Requires Building An Integrated Automation Management Layer

Until now, workload automation and run book automation — followed by solutions aimed at automating specific I&O processes — appeared as separate avenues. Today, workload automation uses...

• Downloads: 527
• Comments: 1
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For Infrastructure & Operations Professionals

Report:Reinvent The Obsolete But Necessary CMDB

The CMDB Is Flawed, But A SIS Will Prove Priceless To Service Management

The once-promising configuration management database (CMDB) has failed — but the original CMDB promise has not. To benefit from trends such as automation, cloud computing, DevOps, and big data,...

• Downloads: 632
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For Infrastructure & Operations Professionals

Report:Assess Your IT Infrastructure Maturity

Assessment: The IT Infrastructure Playbook

Even though spending on server, storage, network, and facilities infrastructure consumes 50% of budgets, IT infrastructure and operations (I&O) leaders struggle to answer two critical questions: 1)...

• Downloads: 306
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