Forrester

Why Read This Report

Technology is the beating heart behind business, but with economic crises on a global scale, increasing sensitivity to cost, and competitive pressures, IT services must be managed and delivered with high levels of customer service and satisfaction. At the same time, the IT operations team is shifting from a technology-led, siloed structure into a process-centric, service-oriented organization. Making the transition won't be easy, and IT folks are bombarded with a multitude of IT management frameworks — all sounding the same — designed to reorient the operations team around new goals, new skills, and new expectations. This research document describes the multitude of frameworks available and suggests which ones are important for your organization.