For Infrastructure & Operations Professionals

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	November 4, 2011 (updated November 17, 2011) The State Of IT Service Management In 2011 Insights From The Joint Forrester/IT Service Management Forum (itSMF) Survey by Glenn O'Donnell with Doug Washburn, Stephen Mann, John Rakowski, Evelyn Hubbert, Eric Chi	Average: 10  (3 ratings)

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Executive Summary

What does 2011 and beyond hold for IT service management (ITSM)? To find out, Forrester partnered with the USA chapter of the IT Service Management Forum (itSMF) to survey 491 ITSM professionals — a critical subset of the broader IT infrastructure and operations (I&O) role. We found the adoption of IT infrastructure library (ITIL)-based programs and certifications to be mainstream, with IT service quality, productivity, and reputation with business leaders significantly enhanced because of it. However, more work needs to be done on certain execution elements, most notably change management. Trends in the technology landscape are worth noting. The large vendors will remain the center of gravity for tools despite technology superiority from smaller and software-as-a-service (SaaS) innovators. But the landscape of large vendors is favoring the likes of Cisco Systems, Microsoft, Oracle, and VMware, who, although traditionally weak in IT management, are now potent contenders.

TABLE OF CONTENTS

• The State Of Adoption: ITIL Programs And Certifications Mature, Albeit Slowly
• The Value: Firms Adopting ITIL Receive Organizational And Personal Benefits
• Technologies And Vendors: SaaS Delivery And New Entrants Fuel Disruption
• ITSM In Action: Delivering Value To Change Management, The CMDB, And DevOps

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