(Length: 14 pages)

Executive Summary (This is a document excerpt)

Over the past 12 months, the perceived importance of enterprise infrastructure management technologies has increased steadily within Forrester's client base. The first wave of service-level management and business services management implementations is now being followed by a large number of change and configuration management initiatives. What was once considered a boring topic for lower-level IT operations staff is now on the agenda of CIOs of $1-billion plus companies. This is primarily driven by business executives demanding end-to-end service delivery from IT operations. Forrester believes that change and configuration management will continue to gain momentum through 2006 as the cornerstone of more advanced IT services automation, as well as a prerequisite for Organic IT implementations — promising to slash the cost of IT service delivery through a huge reduction in manual labor, which today accounts for more than 40% of total IT costs in $1-billion plus companies.

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