About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.
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...

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...
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...