Forrester

For Infrastructure & Operations Professionals

Report:Evolve Your Operations Center For True Service Management

The operational hub of any well-run and complex organization is a strong operations center. In IT infrastructure and operations (I&O), this function is often fragmented into pockets that tend to be...

• Downloads: 172

For Infrastructure & Operations Professionals

Blog:C3PO Essential To Solve Hard IT Issues?

I bet you are thinking, “Oh no, this looks like a typical Friday IT blog post” and it has all the key ingredients – It’s Friday-tick-has science fiction references-tick-has...

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...

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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: 143

For Infrastructure & Operations Professionals

Blog:Good Tidings We Bring….As The Customer Is King

As well as an adaptation of a festive song this could be one of the guiding jingles for ServiceNow. This week I have been attending, along with my colleague Stephen Mann, the...

For Infrastructure & Operations Professionals

Report:Forrester's Service Management And Automation Assessment Framework

Forrester's Service Management And Automation Assessment Framework consists of four SMA domains (oversight, technology, process, and people) and 26 SMA functions. This abbreviated version of the...

• Downloads: 59

For Infrastructure & Operations Professionals

Blog:Citrix Acquires EMS-Cortex

Another year and Citrix’s acquisition strategy of interesting companies continues as they have announced the purchase of EMS-Cortex. This acquisition has caught my eye because EMS-Cortex...

For Infrastructure & Operations Professionals

Report:Assess Your Service Management And Automation Maturity

Assessment Framework: The Service Management And Automation Playbook

This report introduces Forrester's solution for IT infrastructure and operations (I&O) leaders to assess the maturity of their service management and automation (SMA) program. This is important,...

• Downloads: 459

For Infrastructure & Operations Professionals

Blog:HR Into I&O: Working 9 Till 5, What A Way To Make A Living? – Employee Contracts

Firstly, let me explain: I am not really a fan of Dolly Parton but I heard this song last night and this got me thinking further about my I&O FLB exclusive report on ‘Tomorrow’s I&O...

For Infrastructure & Operations Professionals

Blog:The Future Of The Service Desk Requires A "Customer-Savvy" Approach

Hi, Last week I took part in a podcast focusing on the "Future of the Service Desk." Unsurprisingly, this is a hot topic at Forrester for the I&O role. The standard equation for measuring service...

For Infrastructure & Operations Professionals

Blog:Reinvent IO In 2013

0cm">This post is based on my new report 'Reinvent The Role Of Infrastructure And Operations Executive In 2013’  In 1898 there was the first international urban planning...

For Infrastructure & Operations Professionals

Report:Develop Your Road Map For Service Management And Automation Processes

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...

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For Infrastructure & Operations Professionals

Blog:IT Service Experience Essentials

This week I have been travelling to see Forrester’s I&O Leadership Board (FLB) members in Paris and working on my I&O FLB workshop session for Orlando and London happening in October, titled...

For Infrastructure & Operations Professionals

Blog:Time To Rethink Your Monitoring Portfolio

Have you ever done an audit of the number of monitoring solutions that you have in your environment? If you haven’t you are probably thinking - Why should I? I suppose if you draw an analogy to...

For Infrastructure & Operations Professionals

Report:Case Study: Sanofi's Successful I&O Transformation Approach

A Blueprint On How To Transform People, Process, And Technology Elements To Proactively Address Increasingly Complex Markets

In 2010, Sanofi, a large multinational in the healthcare market, embarked on a business transformation in response to increasing market complexity. Similar market complexities are affecting most...

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For Infrastructure & Operations Professionals

Blog:Vendor Podcast: Sam Greenblatt, Chief Architect @Dell

  Yesterday I had the pleasure of attending Dell’s Technology Camp in Amsterdam. It was a full on day starting at 7.30am and I finally got back home at 11pm but it was a fascinating event....

For Infrastructure & Operations Professionals

Blog:Be Part Of Our IO Transformation Research

The word 'transformation' is probably one of the most overused words in business and IT. I put my hands up and confess that in the past, as an enterprise management consultant, I have tagged...

For Infrastructure & Operations Professionals

Report:Reinvent The Role Of Infrastructure And Operations Executive In 2013

Organization: The I&O Practice Playbook

The use of as-a-service technology, empowered workers, and customer centricity will forever change the IT-business relationship. Forrester expects that successful CIOs will pursue a new operating...

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For Infrastructure & Operations Professionals

Blog:New Job? Look For ‘Career Accelerating’ Qualities

My colleague David Johnson wrote a good blog earlier in the week on ‘Your Best Chance for Long-Term Employability as an I&O Professional’in which he discussed the key areas that I&O...

For Infrastructure & Operations Professionals

Blog:Olympics 2012 – Is Your I&O Organization Ready? – Roundtable

The news this week in the UK has been awash with articles in relation to the potential problems that the Olympics 2012 could bring with reports of transport chaos, security rehearsals happening...

For Infrastructure & Operations Professionals

Blog:Putting HR Into I&O - Future Skill Requirements For I&O Leaders

As we move toward 2012, I can guarantee that many I&O leaders will have reviewed/defined what their strategy priorities are for the coming year, 3 years and maybe 5 years are. Hands up though: Who...

For Infrastructure & Operations Professionals

Client Inquiry:What Are Forrester's Recommendations Regarding Service Desk Organization?

What is Forrester's point of view on service desk organization? What are the various types of organization for help desk services? Is "direct phone call to support analyst" a must, or does Forrester...

For Infrastructure & Operations Professionals

Blog:2013-The Rebirth Of CA?

“If you are in the tech business, you need to be willing and able to change” This statement was made by Michael P Gregoire, CA Technologies’ (CA) new CEO and it pretty much summed...

For Infrastructure & Operations Professionals

Blog:Would You Attend A Free ITSM Meet Up?

Did the word ‘free’ prompt you to read this post  :-) ? Stephen Mann’s post a couple of weeks ago on ‘Giving Back To The IT Service Management Community’...