For Infrastructure & Operations Professionals

The Low-Hanging Fruit That Service Operations Teams Should Consider Now

by Evelyn Hubbert, November 13, 2009

Some IT organizations are confident that they can weather the storm of our current economic situation. Others believe they can maintain their current staffing level, and some are saying that they can maintain their current IT technology investment levels. . . .

For Infrastructure & Operations Professionals

The Help Desk Is On The Critical Path For Pandemic/Disaster Recovery

Oft-Overlooked Group Is Key To Business Continuity

by Evelyn Hubbert, Chip Gliedman, October 22, 2009

The designation of the H1N1 flu virus as a pandemic by the World Health Organization (WHO) should, once again, prompt organizations to revisit their business continuity planning processes. However, recent conversations with Forrester clients reveal a . . .

For Infrastructure & Operations Professionals

Knocking The NOC: Enter The New Operations Center

by Glenn O'Donnell, April 30, 2009

The operational hub of any well-run and complex organization is a strong operations center. In IT, this function is often fragmented into pockets that tend to be too isolated. Such isolation is a principal cause of much of the chaos that characterizes . . .

For Sourcing & Vendor Management Professionals

IT Infrastructure Market And Services Data  (222 KB PPT)

by Paul Roehrig, Ph.D., April 13, 2009

IT Infrastructure Market And Services Data.

For Business Process & Applications Professionals

How Are Recruiters Affected By This Year’s Trends In US IT Occupations?

by Zach Thomas, April 3, 2009

It's no surprise that with the current economic conditions we will see a decrease in total IT jobs and IT salaries will see almost no growth in 2009. What does this mean for human resources (HR) professionals? First, that it's critical to identify and . . .

For Infrastructure & Operations Professionals

Service Manager — Job Profile And Description  (28 KB XLS)

by Galen Schreck, April 1, 2009

Position overview: The service manager provides IT's face to the business, ensuring that customers receive value from IT.

For Infrastructure & Operations Professionals

Don't Panic! The IT Jobs Picture Isn't As Bad As You Think

Where The Jobs Are: 2009 US IT Occupation Trends

by Simon Yates, March 19, 2009

The economic slowdown is affecting everyone, including infrastructure and operations (I&O) professionals. With all the news of layoffs and bailouts, you couldn't be blamed for worrying about how safe your job might be. A quick look at the current . . .

For Vendor Strategy Professionals

Where The Jobs Are: 2009 US IT Occupation Trends

A Profile Of IT Department And IT Vendor Use Of IT Occupations

by Andrew Bartels, March 5, 2009

The US market for jobs in information technology will not escape the US recession, with total jobs in IT occupations down by 1.2% in 2009. While the recession will be painful for those in IT occupations, the pain will be relatively mild compared with . . .

For Infrastructure & Operations Professionals

The Forrester Wave™: Service Desk Management Tools, Q2 2008

Axios, BMC, CA, HP, IBM, And Infra Lead For Large Enterprises

by Chip Gliedman, April 7, 2008

In Forrester's 96-criteria evaluation of service desk management tools vendors, we found that BMC Software's Remedy IT Service Management, CA, HP, and IBM lead the pack for large enterprises because of the depth and breadth of their offerings that integrate . . .

For Infrastructure & Operations Professionals

Topic Overview: Help Desk/Service Desk

by Chip Gliedman, April 7, 2008

Technology has become an integral underpinning of virtually all business interactions. However, just as a smoothly running infrastructure can enable business users to succeed, flaws in this technology or training can impede business progress. To support . . .

For Business Process & Applications Professionals

Topic Overview: Customer Relationship Management 2008

by William Band, March 25, 2008

Forrester's customer relationship management (CRM) research helps CRM professionals embrace best practices — from process optimization to technology implementation — to improve the customer experience and drive top-line growth. Our research spans marketing, . . .

For Sourcing & Vendor Management Professionals

Smaller India-Based Infrastructure Providers Can Be The Right Size For The Right Clients

Unlocking Value With Second-Tier Offshore Firms

by Paul Roehrig, Ph.D., September 18, 2007

Although massive IT outsourcers like Atos Origin, ACS, CSC, IBM, and HP still take on the majority of infrastructure management work, and the growth of the India-based service providers has been well-documented, there are cases where bigger isn't better. . . .

For Sourcing & Vendor Management Professionals

T-Systems Shows A Smart Service Offering For Remote Infrastructure Management

The Forrester Wave™ Vendor Summary, Q3 2007

by Richard Peynot, Sonoko Takahashi, August 31, 2007

T-Systems is one of the largest European outsourcers, but it remains mainly focused on serving German clients for remote infrastructure management. The firm still has limited offshore capabilities, but it excels in service management and staff transfer. . . .

For Sourcing & Vendor Management Professionals

EDS Provides Solid Remote Infrastructure Management

The Forrester Wave™ Vendor Summary, Q3 2007

by Richard Peynot, Sonoko Takahashi, August 31, 2007

EDS's reputation for and experience with infrastructure management helps the firm position itself ahead of all other providers in the remote infrastructure management (RIM) market. EDS's strategy for RIM focuses on a utility-based model, derived from . . .

For Sourcing & Vendor Management Professionals

The Forrester Wave™: European Remote Infrastructure Management, Q3 2007

EDS, CSC, Capgemini, And IBM Global Services Lead The Group Of Providers

by Richard Peynot, Sonoko Takahashi, August 31, 2007

Forrester evaluated leading global, regional, and Indian vendors across 37 criteria with regard to their remote infrastructure management (RIM) services for European clients. The difference between global and regional vendors — once very significant . . .

For Sourcing & Vendor Management Professionals

BT Global Services Excels At The Network Part Of Remote Infrastructure Management

The Forrester Wave™ Vendor Summary, Q3 2007

by Richard Peynot, Sonoko Takahashi, August 31, 2007

With its telecom operator roots, BT Global Services has strong network capabilities. Its dense network of European centers allows the UK provider to operate and manage relationships in close proximity to the client. More offshore and transformation capabilities . . .

For Sourcing & Vendor Management Professionals

Getronics Is A Strong Performer In Remote Infrastructure Management

The Forrester Wave™ Vendor Summary, Q3 2007

by Richard Peynot, Sonoko Takahashi, August 31, 2007

Getronics is one of the largest European outsourcers, and it has now digested its acquisitions of RedSiren and PinkRoccade. Getronics continues to cultivate its proximity to clients but is extending its nearshore and offshore capabilities. More flexibility . . .

For Sourcing & Vendor Management Professionals

Atos Origin Is A Strong Performer In Remote Infrastructure Management

The Forrester Wave™ Vendor Summary, Q3 2007

by Richard Peynot, Sonoko Takahashi, August 31, 2007

With significant growth in remote infrastructure management (RIM) and a solid base in methodologies and tools, Atos Origin is building its experience and customer base in the European market. The next step in remaining competitive will be to invest in . . .

For Sourcing & Vendor Management Professionals

Capgemini Places A European Imprint On Remote Infrastructure Management

The Forrester Wave™ Vendor Summary, Q3 2007

by Richard Peynot, Sonoko Takahashi, August 31, 2007

Capgemini has created a significant offshore presence. With the acquisition of Kanbay, the firm has now reached a point where it can reap the benefits. Leveraging its Rightshore delivery model in a structured remote infrastructure management (RIM) strategy . . .

For Sourcing & Vendor Management Professionals

CSC's Global Delivery Model Adds Value To Remote Infrastructure Management

The Forrester Wave™ Vendor Summary, Q3 2007

by Richard Peynot, Sonoko Takahashi, August 31, 2007

This provider has a well-balanced global presence for European remote infrastructure management (RIM) clients. Its strategic positioning of RIM services and its clear road map for value creation and enhancements put the firm among the leaders for RIM . . .

For Sourcing & Vendor Management Professionals

IBM Global Services Makes The Remote Infrastructure Management World Look Small

The Forrester Wave™ Vendor Summary, Q3 2007

by Richard Peynot, Sonoko Takahashi, August 31, 2007

IBM Global Services has a large global footprint, through which the tech giant offers offshore, nearshore, and on-site services — making scale and reach its biggest differentiators in the remote infrastructure management (RIM) market. The company's mature . . .

For Sourcing & Vendor Management Professionals

Infosys Balances Offshore/Nearshore Capabilities For Remote Infrastructure Management

The Forrester Wave™ Vendor Summary, Q3 2007

by Richard Peynot, Sonoko Takahashi, August 31, 2007

The majority of Infosys' infrastructure services rely on remote delivery. Its solid growth over the past few years has involved expansion in Europe. The company aims to continue this progress according to a clear road map, with plans for geographic growth . . .

For Sourcing & Vendor Management Professionals

TCS Offers A Range Of Offshore And Nearshore Remote Infrastructure Management Services

The Forrester Wave™ Vendor Summary, Q3 2007

by Richard Peynot, Sonoko Takahashi, August 31, 2007

Tata Consultancy Services' affiliation with the greater Tata Group allows it to build on established group resources to offer depth and presence across Europe beyond what might be expected, given its limited scale of activity in the region in this service . . .

For Sourcing & Vendor Management Professionals

HCL Offers Dedicated Remote Infrastructure Management

The Forrester Wave™ Vendor Summary, Q3 2007

by Richard Peynot, Sonoko Takahashi, August 31, 2007

Remote infrastructure management (RIM) is one of the business engines for HCL, which showed year-on-year growth of 120% in remote infrastructure services in Europe alone over 2006. The Indian provider has a modest number of delivery and support centers . . .

For Sourcing & Vendor Management Professionals

HP Services Brings Technology Expertise To Remote Infrastructure Management

The Forrester Wave™ Vendor Summary, Q3 2007

by Richard Peynot, Sonoko Takahashi, August 31, 2007

Offering remote infrastructure management (RIM) with a strong transformational character, HP Services has a large pool of experienced ITIL experts and a robust management tool. On top of that, it applies new technologies for servers, storage, and networks . . .