Forrester

Why Read This Report

Recent data shows that more than half of infrastructure and operations (I&O) departments are in a state of flux and are either considering or actively moving to a new organizational model. For many, these models are based on IT service management (ITSM). The primary drivers for this change are improving services, reducing costs, outsourcing, or as part of a change in management or the overall structure for IT. Today's I&O execs can partner with CIOs seeking assistance from consulting firms and tools vendors that have built up practices or software tools to enable the creation of services-oriented organizations. However, changing in this manner is not for everyone. Complexity, technology-oriented staff, and a lack of capacity for change are all gating factors. But those organizations that do make the leap to a services-oriented organization are often better positioned to communicate, deliver, and measure higher-quality services to the business without increasing resources.