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Leslie serves Enterprise Architecture Professionals. She leads a team of analysts who provide research and advisory services on emerging technology, information strategy and architecture, data management, and content management. Leslie provides Forrester's coverage of specific information management topics such as enterprise search, semantic tools, information classification, and taxonomies. She helps enterprises improve access to information through strategic application of technology and guidance on process.
Leslie has more than 12 years of experience in the field of information management. Prior to joining Forrester in 2007, she managed the enterprise search program at Abbott Laboratories. In this role, she developed the enterprise search strategy and guided the selection of ontology management software. In addition, she contributed to enterprise initiatives around records management, collaboration, digital asset management, and web content management systems. Prior to Abbott, Leslie developed taxonomies as an independent consultant for Fortune 500 clients.
Leslie holds a master's degree in library and information science from the University of Illinois at Urbana-Champaign, with a focus on cataloging and classification. She holds an undergraduate degree in political science from Duke University.
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...
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...


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...
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Information Technology Services (ITS), underdeveloped process, limited communication and transparency, as well as outdated tools and a siloed organization,...
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 —...

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...
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...
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.

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...
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?
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...

Vision: The Business Technology Resiliency Playbook
This report outlines the vision of Forrester's solution for infrastructure and operations (I&O) executives planning their organization's business technology (BT) resiliency strategy — the...

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...

Assessment Framework: The Service Management And Automation Playbook
This report introduces Forrester's solution for IT infrastructure and operations (I&O) leaders to assess the maturity of their service management and automation (SMA) program. This is important,...
Skills And Staffing: The Service Management And Automation Playbook
This report outlines the skills and staffing for Forrester's solution for infrastructure and operations (I&O) executives working on a service management and automation strategy. This report is...

Service management and automation (SMA) is a closed-loop control system that enables the design, development, maintenance, and adoption of services that support business teams in their capabilities...
Build/Buy Capabilities: The Service Management And Automation Playbook
This Forrester report provides infrastructure and operations (I&O) leaders and teams with a methodology to source their tools for effective service management and automation (SMA). This is...
