Forrester

For Infrastructure & Operations Professionals

Client Inquiry:Service Catalog Strategy

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For Infrastructure & Operations Professionals

Report:Case Study: At CERN, Half Of The World's Particle Physicists Experience Service Management

As CERN, the European Organization for Nuclear Research, expanded its international collaboration, its general services and IT teams needed to change the way they supported CERN scientists and...

• Downloads: 120

For Infrastructure & Operations Professionals

Report:The Forrester ITSM Support Tools Product Comparison

This ITSM Support Tools Product Comparison Assessment focuses on three areas important for the selection of an ITSM support tool: solution overview, vendor overview, and solution penetration. The...

• Downloads: 128
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For Infrastructure & Operations Professionals

Report:Five Steps To Improve Service Desk Effectiveness

The service desk is your IT organization's first line of response to business user incidents and requests. Because these interactions shape your business' perception of IT, it's critical to not just...

• Downloads: 523

For Infrastructure & Operations Professionals

Report:Case Study: Understanding Application Performance From The Outside In

When faced with service delivery and service quality challenges, the IT team for one of the largest financial services holding companies in the US assessed its application support team and realized...

• Downloads: 260

For Infrastructure & Operations Professionals

Report:Case Study: Loyola Marymount University Embraces ITSM To Improve Service

For Loyola Marymount University's (LMU's) Information Technology Services (ITS), underdeveloped process, limited communication and transparency, as well as outdated tools and a siloed organization,...

• Downloads: 125

For Infrastructure & Operations Professionals

Report:Five Steps To Transform Your IT Service Management Strategy Today

How To Get Customer-Obsessed, Service-Focused, And Automated

The future of IT service management (ITSM) is customer-obsessed, service-focused, and automated. But the recent additions to the most widely adopted ITSM framework — ITIL 2011 edition —...

• Downloads: 628
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For Infrastructure & Operations Professionals

Report:Case Study: AMERICAN SYSTEMS Demonstrates The Value Of Business Service Management

From Reactive To Proactive: Using Service Management To Leverage Integrated Event Correlation

The IT and business alignment discussion is not new: Many IT organizations have been trying to become aligned with their business units or overall business goals. Understanding what it means to be...

• Downloads: 362

For Infrastructure & Operations Professionals

Client Inquiry:Do We Need 24x7 Support For Enterprise System Monitoring?

I would like to know what kind of support enterprises typically purchase for software that's used for system monitoring.  I'm trying to decide if the more expensive 24x7 support is needed when...

For Infrastructure & Operations Professionals

Report:Case Study: A Revolutionary Change Within Cisco IT Helps Manage IT's Value-Add

How Service Portfolio Management Transitioned Cisco IT To A Partner Player

Cisco's CIO and several of her IT leaders introduced an IT-wide change in how they manage their organization and communicate their performance both within and outside of the IT organization. The...

• Downloads: 292

For Infrastructure & Operations Professionals

Client Inquiry:How Can We Improve Communication With The Release Team And Streamline Our Release Process?

We're suffering a breakdown in communication. The release team seems to act without regard for the rest of the organization, specifically the operations folks. Can you please provide us with some...

For Infrastructure & Operations Professionals

Report:Case Study: California State University, Fresno Implements ITSM Without Breaking The Bank

When faced with austere budget challenges, California State University, Fresno (Fresno State), with a student population of 21,000 and about 2,300 faculty and staff, realized the need to integrate...

• Downloads: 246

For Infrastructure & Operations Professionals

Report:Case Study: Holcim Moves From Managing IT Silos To Managing Services

How Holcim Corporate IT Transitioned From IT Infrastructure Management To Business Service Management

Holcim, a global supplier of construction materials, needed to move from being an organization that provides support on infrastructure and technology to one that functions as an internal IT service...

• Downloads: 404

For Infrastructure & Operations Professionals

Report:Updated Q4 2011: Cover Your Assets; Use IT Asset Life-Cycle Management To Control IT Costs

The infrastructure and operations (I&O) organization is no different from any other business function. It employs a multitude of assets to create corporate value. However, I&O's ability to manage its...

• Downloads: 684
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For Infrastructure & Operations Professionals

Report:Role Job Description: Application Performance Manager

A Critical And Necessary Role In A Virtualized World

Through continuous adoption of virtualization and cloud computing, the traditional provisioning model on which applications run has changed. Virtualization and cloud computing do introduce great...

• Downloads: 362

For Infrastructure & Operations Professionals

Report:Forrester's Service Management And Automation Assessment Framework

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...

• Downloads: 59

For Infrastructure & Operations Professionals

Report:Business Service Management: Beyond 2012

Business service management (BSM) is a way to bridge the user's view of applications and services to the IT operations' view of infrastructure; it maps business services to the components used to...

• Downloads: 383

For Infrastructure & Operations Professionals

Report:Role Overview: I&O Release Manager

Ensuring Uninterrupted Service Availability And Performance

Service management promises to reorganize infrastructure and operations (I&O) to provide better value to the business. But, there's a catch. The service must be designed, transitioned, and delivered...

• Downloads: 423

For Infrastructure & Operations Professionals

Report:Case Study: KLM Air France Reaches New Heights Through Application Deployment Automation

AirFrance-KLM Saved Valuable Time And Money Through Optimization Of Its Deployment Process

AirFrance-KLM strives to achieve profitable growth that contributes to both its own corporate aims and economic and social development. Today's airline industry needs to keep its balance in the face...

• Downloads: 221

For Infrastructure & Operations Professionals

Report:Template For Developing The IT Service Management And Automation Strategic Plan

A companion piece to "Develop An IT Service Management And Automation Strategic Plan," this template walks you through how to create a successful ITSM strategic plan.

• Downloads: 118
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For Infrastructure & Operations Professionals

Report:Case Study: Orrick's Service Desk Knowledge Management Journey

During a self-evaluation, the Orrick service desk team realized a shortcoming around knowledge management. The issues ranged from out-of-date information and lack of common terminology to...

• Downloads: 317

For Infrastructure & Operations Professionals

Report:Case Study: Cornerstone OnDemand Makes End User Experience The Priority For IT Operations

Companies with distributed operations often struggle with managing customer experience. This report summarizes some of the major lessons learned from Cornerstone OnDemand, a cloud-based talent...

• Downloads: 93

For Infrastructure & Operations Professionals

Client Inquiry:Sample IT Change Management Policy

I am charged with writing an IT change management policy. We are in an outsourcing environment with IBM and use ITIL standards. Can you locate and send me a sample policy?

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: 1408
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For Infrastructure & Operations Professionals

Client Inquiry:Enterprise IT Level SLAs And SLOs

We're being asked to provide enterprise IT level SLAs and/or SLOs and have the following questions: 1) What are the best practices in establishing end-to-end SLAs and/or SLOs, especially involving...