Forrester

For Infrastructure & Operations Professionals

Blog:What Next For ITIL?

With the updated version of ITIL imminent (the 29 July 2011), I participated in a BrightTalk webinar on “what next for ITIL.” My views on this are very clear, that we need to...

For Infrastructure & Operations Professionals

Blog:How Not To Deal With IT Service Failure

I need to make this brief; the failure of the lump of plastic that used to be my BlackBerry has made me very time-poor today … It has been an interesting year for RIM and for the BlackBerry....

For Infrastructure & Operations Professionals

Blog:How Do You Value IT Service Management Tool Verification Or Certification Schemes?

In response to a number of Forrester client inquiries and as part of the #Back2ITSM activities, before Christmas I polled a number of IT service management tool vendors about their views on IT...

For Infrastructure & Operations Professionals

Blog:ServiceNow Knowledge11: ITSM And Social Learning For Us All

Just a quickie blog as the ServiceNow Knowledge11 European annual user conference draws to a close in Frankfurt. It’s been a whirlwind three days so far and I still have a couple more sessions...

For Infrastructure & Operations Professionals

Blog:Support IT Service Management Tool Vendors That Support The ITSM Community

On a recent recording of the IT Service Management Weekly Podcast Rest of the World Edition (#ITSMWPROW on Twitter), one of my co-hosts - James Finister, an ITSM consultant at TCS (Tata Consultancy...

For Infrastructure & Operations Professionals

Client Inquiry:Software Asset Management Tool Requirements

What are some of the requirements for a software asset management tool?

For Infrastructure & Operations Professionals

Client Inquiry:Can You Please Provide Some IT Service Desk Metrics?

We are looking for some metrics for IT service desk (ITSD) support. Can you please provide some numbers around first-contact resolution, number of incidents, abandonment rate, average incident...

For Infrastructure & Operations Professionals

Blog:Are You Happy With Your IT Service Management Tool?

IT infrastructure and operations (I&O) people have long bemoaned their service desk or IT service management (ITSM) tools. It’s a fact of life, well ITSM-life anyway, and analysts will often...

For Infrastructure & Operations Professionals

Blog:“BMC You Later” — BMC Pushes The ITSM Tool Envelope With MyIT

Yesterday BMC announced MyIT, which it describes as a “new enterprise software solution that empowers employees to take personal control over the delivery of the IT services and information...

For Infrastructure & Operations Professionals

Blog:Where Is All The Incident Classification Best Practice?

I recently spoke with a Forrester I&O client looking for “incident classification best practice.” I knew that I should have had knowledge of this, or at least access to it, but all I had...

For Infrastructure & Operations Professionals

Blog:The Cult Of ITIL: It Has More Followers Than You Think

OK ITIL, the IT service management (ITSM) best practice framework, is neither a cult nor a religion, but hopefully I grabbed your attention. The point of this short, but hopefully interesting, blog...

For Infrastructure & Operations Professionals

Blog:2011: An ITIL Versioning Odyssey

  OK, so we all probably now know that the long-awaited ITIL “refresh,” ITIL v3.1 (or the ITIL 2011 Edition as it now seems to be called), is to be released on the 29th July 2011....

For Infrastructure & Operations Professionals

Client Inquiry:Best Practices For Service Desk And Desk-Side Support

We are looking for standards/trends/best practices in service desk and desk-side support for internal clients. For example: How much is/should/can be supported remotely? What are large companies...

For Infrastructure & Operations Professionals

Blog:IT Service Management Metrics: Advice And 10 Top Tips

Earlier this week, I attended the Hornbill User Group (or "HUG" as it is affectionately known) to listen to Malcolm Fry, IT service management (ITSM) legend and author of "ITIL Lite,"...

For Infrastructure & Operations Professionals

Client Inquiry:What Data Center Due Diligence And Asset Discovery Suppliers Would You Recommend?

What would you recommend as the top five suppliers specializing in due diligence and asset discovery for data centers?

For Infrastructure & Operations Professionals

Blog:A Late New Year’s Resolution: Be Nice To A Supplier And See What Happens

When I very briefly joined TCS (Tata Consultancy Services) as an IT service management (ITSM) consultant a year ago today, I met a fellow new recruit Sandy Winschief – a vendor/supplier...

For Infrastructure & Operations Professionals

Blog:IT Service Management AND Automation: Now That's A Double Whammy Of Business-Enabling Goodness

A recent Forrester report helps IT infrastructure and operations (I&O) leaders understand the business and IT impact of service management and automation (SMA). While both IT service management...

For Infrastructure & Operations Professionals

Blog:My 2011 Blog Of Blogs: Hopefully The “Important” ITSM, ITIL, People, ITAM, SAM, ITFM, Etc. Stuff

In the spirit of the somewhat overstated movie advertisement: “If you only read one of my blogs this year, read this one”; although I prefer the version for The Naked Gun 2 1/2: “If...

For Infrastructure & Operations Professionals

Blog:Warning: Your Journey To “Demonstrating IT-Delivered Value” Passes Through The Quaint Little Town Of “Understanding IT Costs"

Last week, I presented at the itSMF UK’s annual conference on the subject of value or, more specifically, I hid an awful lot of IT financial management-related content behind the title:...

For Infrastructure & Operations Professionals

Blog:Where IT Metrics Go Wrong: 13 Issues To Avoid

In a recent Forrester report — Develop Your Service Management And Automation Balanced Scorecard — I highlight some of the common mistakes made when designing and implementing...

For Infrastructure & Operations Professionals

Blog:ITIL Adoption: 5 Steps That Can Help With Success

ITIL, the IT service management (ITSM) best practice framework, is now in many ways bigger than its “master” — IT service management. From its origins in the UK government, its use...

For Infrastructure & Operations Professionals

Blog:Getting Started With ITIL – The 30-Minute Version

Time is valuable, so many of us are cash rich and time poor these days. We value simplicity and loathe the complex. Things need to be done yesterday, if not before.  I can only see...

For Infrastructure & Operations Professionals

Blog:Sharing The ITSM And ITAM Goodness Of CA World: 20+ Presentations To Download

It’s not really a blog but it’s definitely post worth writing (OK, cut and pasting). I missed CA World this year, as CA Technologies held a specific IT analyst event a few months earlier...

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...

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For Infrastructure & Operations Professionals

Blog:IT Service Management And ITIL Thinking – Brawn, Brains, Or Heart?

Some great IT service management (ITSM) conversations with BMC this week got me thinking about ITSM people “stereotypes” and what we can learn from them in terms of communication,...