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This webinar outlines Forrester's solution for IT Infrastructure & Operations (I&O) Professionals to develop effective objectives and metrics for their service management and automation (SMA) program. Most I&O organizations have SMA-related metrics, but how many are happy with them? And if they are happy with them, are they happy because they're hitting the targets or because of the merits of the metrics themselves?
In Forrester's experience, the current state of SMA metrics is unsatisfactory: Most I&O leaders often struggle to know which metrics to use or how to collect the data they need for the metrics, while others establish too many metrics and then struggle to identify significant data points. However, there is no magical, out-of-the-box set of metrics that applies to all I&O organizations — and that's a good thing. Your metrics portfolio should deliver the information that your business needs to make key decisions about future organizational and financial change. You should start a dialogue with your business to zero in on the desired outcomes, and then construct your metrics portfolio accordingly.
In support of this, leading I&O departments have started using Norton and Kaplan's Balanced Scorecard (BSC) method of measuring performance as a framework to select the right metrics and keep them organized to demonstrate business value, become more proactive, and align I&O priorities and incentives. This webinar outlines the BSC methodology and how it can be applied to your SMA program.
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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) program. This is important because the current state of SMA me
This webinar was originally scheduled for March 7, 2023.In this webinar, we look at how to develop a more impactful knowledge management (KM) practice that will help your organization drive innovation and learning through both explicit (easy to document) and tacit (experience-based) knowledge. We cover agile knowledge management model, knowledge capacity building model, and storytelling with practical advice on developing and leading knowledge-sharing change.Key takeaways:Understand agile vs. waterfall knowledge management practices.Gain a holistic view of what it takes to make KM successful.Target audience level: intermediate
Service meshes and API management seem similar at first glance — what’s the difference? This webinar explains the different problems they solve and how each fulfills a different role in your IT architecture.Key takeaways:Learn what a service mesh is.Understand how service mesh differs from API management.Learn the value proposition that service mesh offers and its most valuable use case.Hear some future developments for service mesh.Target audience level: beginner
Only one thing is known going into 2023: There’s going to be whole a lot of uncertainty, with war, inflation, and supply chain issues top of mind. These forces all point to economic turbulence — but that’s not what Forrester’s data suggests when it comes to tech spend. Forrester’s research predicts that global tech spending will, for the first time ever, eclipse $4.8 trillion this year. How will 2023 play out? Attend this webinar to find out.Key takeaways:Discover Forrester predictions for technology executives in 2023.Learn how to prepare for the coming year using Forrester's relevant research and frameworks.Ask Forrester experts how to navigate a turbulent year ahead.Target audience level: all levels
