Forrester

For Infrastructure & Operations Professionals

Blog:ITSM And The itSMF In Norway – Different In So Many Ways?

I’d not been to Norway for 32 years (I’m now embarrassed to say), so I really didn’t know what to expect as I travelled to the annual itSMF Norway conference in Oslo last week. I...

For Infrastructure & Operations Professionals

Report:Develop Your Service Management And Automation Balanced Scorecard

Performance Management: The Service Management And Automation Playbook

This report outlines Forrester's solution for IT infrastructure and operations (I&O) professionals to develop effective objectives and metrics for their service management and automation (SMA)...

• Downloads: 598
• Rating:

For Infrastructure & Operations Professionals

Blog:SaaS for ITSM: Getting Past The Hype

I recently recorded a SaaS-related on-demand webinar with Patrick Bolger of Hornbill and as with my recent blog on service catalog with ServiceNow it seemed an easy opportunity to turn some of my...

For Infrastructure & Operations Professionals

Blog:Paging The IT Organization: You Need To Support The People Not The Technology

Sorry but I’m “frustrated of Peterborough” (but not directly at IT for once).  Having just come off a half an hour call with two “major credit card provider”...

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...

• Downloads: 693
• Rating:

For Infrastructure & Operations Professionals

Report:Planning Road Map: Adopting ITIL

ITIL is now in many ways bigger than its "master" — IT service management. From its origins in the UK government, its use has grown rapidly in the last decade and ITIL continues to dominate...

• Downloads: 765
• Comments: 1
• Rating:

For Infrastructure & Operations Professionals

Blog:Social IT Support: Didn’t We Do This In The 1990s?

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 Infrastructure & Operations Professionals

Blog:People In IT Love Stats But They Probably Won’t Love These

I’ve written a number of blogs about IT service management (ITSM) and IT service delivery many of which have expressed opinions based on observations and conversations rather than...

For Infrastructure & Operations Professionals

Blog:IT Support: IT Failure Impacts Business People and Business Performance. Comprendez?

Warning: my soapbox is well and truly out … When will our IT Support people learn (or be taught)? Listening to a family member talk about the issues they’re having with their corporate...

For Infrastructure & Operations Professionals

Blog:The Capita ITIL JV Wasn’t “Big News,” So What IS Important To Real-World IT Service Delivery?

I guess I should have expected this (but alas I didn’t) – the Capita ITIL, the IT service management best practice framework, joint venture with the UK government wasn’t big news....

For Infrastructure & Operations Professionals

Client Inquiry:Service Desk Customer Satisfaction

Q

For Infrastructure & Operations Professionals

Blog:Social? Cloud? What About Mobile?

In IT service management “circles” there’s a lot of talk about Social Media (with new terms like “Social ITSM”) and Cloud (with debates such as “Is Cloud the death...

For Infrastructure & Operations Professionals

Report:IT Service Management Case Study: Making The Transition From On Premises To SaaS With BMC

Good Practices When Migrating To An SaaS-Delivered ITSM Solution

How do you successfully move IT service management (ITSM) tool enablement from an on-premises model to a software-as-a-service (SaaS) model? A North American brand communications agency found itself...

• Downloads: 142

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...

• Downloads: 1405
• Rating:

For Infrastructure & Operations Professionals

Blog:BMC To Acquire Numara Software: A Few Thoughts From Your Favorite ITSM Analyst

OK, the second part of the title is probably untrue. But hopefully Forrester IS your favorite place for IT service management (ITSM) analysis and opinion. My colleague Dave Johnson (who is well worth...

For Infrastructure & Operations Professionals

Blog:Defining IT Service Management – Or Is That “Service Management”?

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...

For Infrastructure & Operations Professionals

Blog:The Applicability Of ITIL Outside Of IT

  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...

For Infrastructure & Operations Professionals

Blog:Support IT Service Management Tool Vendors That Support The ITSM Community

On a recent recording of the IT Service Management Weekly Podcast Rest of the World Edition (#ITSMWPROW on Twitter), one of my co-hosts - James Finister, an ITSM consultant at TCS (Tata Consultancy...

For Infrastructure & Operations Professionals

Blog:Where IT Metrics Go Wrong: 13 Issues To Avoid

In a recent Forrester report — Develop Your Service Management And Automation Balanced Scorecard — I highlight some of the common mistakes made when designing and implementing...

For Infrastructure & Operations Professionals

Client Inquiry:Where Does IT Asset Management (ITAM) Usually Sit In The Organization?

Where does IT asset management (ITAM) usually sit in other organizations? Procurement, vendor management, or both?

For Infrastructure & Operations Professionals

Blog:Enabling Customer Mobility: Why Current Mobile Device Management Thinking Is Flawed

Prior to IBM Pulse 2012 heating up in Las Vegas, I was lucky enough to receive a pre-brief on some of the key messages from this year’s event. One of which is around mobility. A statistic from...

For Infrastructure & Operations Professionals

Blog:So Capita Gets ITIL But Will People Finally “Get” ITIL?

It’s not often that I get to write about breaking news in the IT service management (ITSM) world but this definitely is it (I think the last time was this). Well I say “breaking...

For Infrastructure & Operations Professionals

Blog:Automation: Is It The Only Way For IT To Really “Do More With Less”?

The changing business and IT landscapes bring increased demand for IT (or IT services) AND increasing complexity. The slide below (a tweaked version of a genuine Glenn O’Donnell original)...

For Infrastructure & Operations Professionals

Blog:Cover Your Assets; Use IT Asset Life-Cycle Management To Control IT Costs

The IT infrastructure and operations (I&O) organization is no different from any other business function. It employs a multitude of assets to create corporate value. Traditionally, however,...

For Infrastructure & Operations Professionals

Blog:IT Service Management Metrics: Advice And 10 Top Tips

Earlier this week, I attended the Hornbill User Group (or "HUG" as it is affectionately known) to listen to Malcolm Fry, IT service management (ITSM) legend and author of "ITIL Lite,"...