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This blog has been kindly provided by Sandy Winschief, a vendor/supplier management specialist at TCS, who previous provided: A Late New Year’s Resolution: Be Nice To A Supplier And See What...
IT service management (ITSM) has a number of definitions from a variety of sources. Starting with the ITIL (the ITSM best practice framework)-espoused definition: “The implementation and...
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...

Despite A Growing Need For SAM, Capabilities Are Still Adrift From Business Need
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...
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...
A Forrester-client inquiry call last night and the creation of some slides for a webinar with Axios really got me thinking about how we measure our success in IT. It just seemed so easy to take the...
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....
Unfortunately I don’t often hear “strategy” and “IT service management (ITSM)” in the same sentence, unless of course someone is maligning the ITIL 2011 Service...
“I remember when I lost my mind” … oops that’s Gnarls Barkley. I should have started with … I remember when software asset management (SAM) was on my radar as an IT...
The IT Infrastructure & Operations (I&O) community has long been awash with management buzzwords and phrases such as "think outside the box," “bare metal,” “IT-to-business...
It’s finally here. The Forrester Market Overview: SaaS IT Service Management Tools covers: a little ITSM tool history and how we have moved on, the benefits and risks of the SaaS delivery...
Whilst with a software vendor yesterday I reused a favorite IT service delivery analogy that was inspired by, or was it borrowed from, James Finister at least two years ago. At the Forrester I&O...
To describe software asset management as “red hot” right now might be an overstatement, but it is definitely at the top end of very warm. Three things have spurred me to write this quick...
A lot continues to be said about the impact of “social” on IT support and for some it is now “so 2009.” To me, it was inevitable in 2009, and I wonder how far we have moved on...
For those of you that put up with my tweeting on Twitter, you will already know that I am obsessed with customer service. Or to be more accurate, I am obsessed with being treated like a...
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...
A few months ago, I blogged about the fact that, while we were getting “excited” about Cloud and Social in the context of IT service management (ITSM), we were somewhat neglecting the...
I need to say something. I need to say something about ITIL in light of all the “poking” I have done via various mediums (such as the What Next For ITIL? and Giving Back To The IT Service...
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...
As we approach the holiday season and possibly the end of the financial/budgetary year, let’s pause for a moment to think about 2012. For many IT infrastructure and operations (I&O)...
My colleague, Glenn O’Donnell, and I (do I sound like the Queen?) have delivered a Forrester report called “Improving The Ops In DevOps” inspired by the long-bemoaned tension...
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...
A “bonus” blog today (and hence it is quickly constructed) and the subject area will need to be returned to at a later date. The reason for the bonus blog is that I am a little bit...
Q
No, this isn’t about the returning of your ITIL books to ITIL’s makers (just think how much they would cost to post) but more of the reaping of the knowledge and experience held...