Executive Summary (This is a document excerpt)

IT is now a fundamental support of business activities — which means the greatest IT operations sins are an unpredictable user experience and a failure to reduce overall service delivery costs. The resulting quest to improve productivity and the predictability of IT results has led to the creation of business service management and the configuration management database (CMDB) as the two central pillars of the new wave of IT management software tools. ITIL, seen by many organizations as a complement to these technologies, is playing an ever-increasing role in their adoption. As IT finally enters the industrialized era, Forrester sees a new way of managing IT emerge, creating a renewed interest in refining existing implementations and creating a new wave of solutions. Consequently, IT management software will be a high-growth market over the next few years.

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