For Vendor Strategy Professionals

The IT Management Software Megavendors

SWOT Analysis For BMC Software, CA, HP Software, And IBM Tivoli, Q3 2009

by Jean-Pierre Garbani, Peter O'Neill, August 12, 2009

The current recession and credit crunch deeply affected IT spending in the last quarter of 2008 and into 2009. Despite this bleak overall picture, Forrester forecasts 4% growth in nonapplication software products (e.g., storage management, middleware), . . .

For Infrastructure & Operations Professionals

IT Operations 2009: An Automation Odyssey

Prepare For The IT Automation Inflection Now

by Glenn O'Donnell, July 24, 2009

A combination of forces, including skyrocketing complexity and severe economic pressure, are radically and irreversibly altering the IT landscape. New methods, new functional sourcing, and new organizational structures are needed to address this onslaught, . . .

For Vendor Strategy Professionals

Inquiry Insight: IT Management Software

Sustained Activity In Spite Of The Economic Downturn

by Jean-Pierre Garbani, May 13, 2009

Forrester analyzed the IT management software (ITMS) inquiries received from vendors and end users in 2007 and 2008. Inquiries are a good indicator of the tactical issues faced by Forrester's clients and of the activity surrounding a given subject matter. . . .

For Infrastructure & Operations Professionals

Unraveling ISO, CMM, And ITIL IT Management Frameworks

Combine CMM With ITIL And Six Sigma With ITIL For The Best Results

by Evelyn Hubbert, May 7, 2009

Technology is the beating heart behind business, but with economic crises on a global scale, increasing sensitivity to cost, and competitive pressures, IT services must be managed and delivered with high levels of customer service and satisfaction. At . . .

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 Enterprise Architecture Professionals

Enterprise Architects Should Lead Business Service Portfolio Definition

by Alex Cullen, March 26, 2009

CIOs rank improving IT value communications as a top priority — and many are realizing that a strategy of organizing IT assets, capabilities, and costs around business-relevant services may be the best approach to doing this. Business services connect . . .

For Vendor Strategy Professionals

Market Overview: The IT Management Software Market In 2009

The Current Economy Is A Catalyst For Change

by Jean-Pierre Garbani, Peter O'Neill, March 13, 2009

In 2009, IT faces the problem of cutting costs without affecting the productivity of business users. Ideally, enterprises will look at solutions that increase IT ops' productivity, reduce the time needed to correct problems, and eliminate wasted time: . . .

For Vendor Strategy Professionals

BSM 2.0

Predicting The Evolution Of Business Service Management

by Jean-Pierre Garbani, December 12, 2008

Business service management (BSM) has been the battle cry of IT management software vendors for several years now. As a technology, it is founded on the ability to map business services to infrastructure components: This should provide visibility into . . .

For CIOs

Guidance For The Development Of BT Service Catalogs

The Catalog Is An Integral Part Of The BT Service Portfolio

by Alexander Peters, Ph.D., October 17, 2008

The catalog of business technology (BT) services is a subset of the enterprise BT portfolio, aimed to present all live enterprise technology services from a business perspective. It consists of two logically connected building blocks: the catalog of business-facing . . .

For Infrastructure & Operations Professionals

Inquiry Spotlight: ITIL, Q4 2008

by Evelyn Hubbert, Glenn O'Donnell, October 8, 2008

Every day Forrester sees growing interest in the IT Infrastructure Library (ITIL) in the form of client inquiries with our analysts. Between July 2007 and July 2008 Forrester's IT infrastructure and operations team fielded more than 2,700 inquiries from . . .

For Infrastructure & Operations Professionals

Managing The IT Management Software Portfolio

For Tools, Follow A Shopping Mall Model Of Anchors And Boutiques

by Glenn O'Donnell, September 25, 2008

Operational management tools have been used for well over a decade, but their assembly is akin to a jumble of jigsaw puzzle pieces, and the value of these tools remains ambiguous. Much of the multibillion-dollar investment in management tools is wasted . . .

For Vendor Strategy Professionals

The IT Management Software Challengers

SWOT Analysis: ASG, Microsoft, NetIQ, And Oracle, Q3 2008

by Jean-Pierre Garbani, Peter O'Neill, September 23, 2008

Four major companies dominate the IT management software market. Their rich portfolio allows them to successfully compete in tactical sales with point solutions as well as in strategic sales against each other. They increasingly define the market's direction, . . .

For Infrastructure & Operations Professionals

Why IT Service Management Should Matter To You

Stop Running IT For The Geeks And Start Running IT For The Bill Payers

by Evelyn Hubbert, September 16, 2008

IT service management (ITSM) has made its way onto the agendas of both global businesses and large and medium enterprises. Yet there are many companies that don't fully understand what service management involves and what it can deliver to your entire . . .

For Vendor Strategy Professionals

Microsoft's Leading Solution For Windows Management Aims At Megavendor Status

SWOT Analysis: Microsoft, Q3 2008

by Peter O'Neill, August 21, 2008

Microsoft today presents a management portfolio that addresses the core Microsoft solutions: operating systems management, applications management, middleware management, and database management. This focus provides Microsoft clients with immediate benefits. . . .

For CIOs

BT-As-A-Service Accelerates IT's BT Transformation

CIOs Should Exploit ITIL V3 And ITaaS To Change An Obsolete IT Delivery Model

by Alexander Peters, Ph.D., July 30, 2008

A new business-technology-as-a-service (BTaaS) model enables IT to get more involved with business innovation and less with pushing the IT machinery through the Sisyphean develop-to-operate technology cycles. BTaaS establishes a strategic framework for . . .

For Vendor Strategy Professionals

The Megavendors In IT Management Software

SWOT Analysis For BMC Software, CA, HP Software, And IBM Tivoli, Q2 2008

by Jean-Pierre Garbani, Peter O'Neill, May 21, 2008

Forrester's IT spending outlook for 2008 forecasts that software investments will fare better than average, with 19% growth in 2008 compared with12% growth in 2007. The four IT management software megavendors — BMC Software (BMC), CA, HP Software (HP), . . .

For Vendor Strategy Professionals

Tech Horizons: The IT Management Software Market In 2013

It's Not Business As Usual Anymore; A Paradigm Shift Is Coming

by Jean-Pierre Garbani, Thomas Mendel, Ph.D., May 2, 2008

Predicting the future is a perpetual human quest. Fortunately, market forecasts do not require the sacrifice of chickens or the messy reading of coffee grounds: They are based on simple and logical extrapolations of what we know today. Pending a revolution . . .

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 Infrastructure & Operations Professionals

Problem Manager: A New IT Service Management Role

The Key To A Proactive IT Service Organization

by Evelyn Hubbert, March 28, 2008

In many IT organizations, the same problems keep occurring, but they never get fixed properly or identified as known errors. Even if you have fully automated IT management, you still need a person who can comprehend dependencies and has the ability to . . .

For Infrastructure & Operations Professionals

ITIL V3: The Evolution From Process To Service Model

by Evelyn Hubbert, October 1, 2007

The first version of the Information Technology Infrastructure Library (ITIL) was created during the time period 1986 to 1992 and consisted of a variety of booklets based on work done by the UK Government Information Infrastructure Management Forum. The . . .

For Vendor Strategy Professionals

The IT Management Software Market

by Thomas Mendel, Ph.D., Jean-Pierre Garbani, March 9, 2007

IT is now a fundamental support of business activities — which means the greatest IT operations sins are an unpredictable user experience and a failure to reduce overall service delivery costs. The resulting quest to improve productivity and the predictability . . .

ITIL Simulators Demonstrate The Value Of Process Models

by Chip Gliedman, September 1, 2006

The decision to adopt a formal process model for IT service management, such as the IT Infrastructure Library (ITIL) model often seems to require a leap of faith. BMC Software, CA, and Hewlett-Packard, as well as third-party consulting and training organizations . . .

CMDB: Let's Get Physical

Process Improvement And Current Configuration Management Databases

by Jean-Pierre Garbani, June 19, 2006

The configuration management database (CMDB) is a key ingredient of service management — whether considered in its process incarnation (IT Infrastructure Library, ITIL) or in its technology and product implementation in business service management (BSM). . . .

Firms Must Take ITIL Beyond IT Operational Goals

Service Providers Can Help With Change Management Issues

by Richard Peynot, March 14, 2006

The ITIL concept is gaining significant traction with European enterprise IT groups. Most ITIL adopters have achieved the operational results they were looking for — in particular, better quality of delivery in IT operations — despite common internal . . .

For Business Process & Applications Professionals

Axios Systems Provides ITIL-Based Service Desk Management For Larger Enterprises

The Forrester Wave™ Vendor Summary, Q1 2006

by Chip Gliedman, February 17, 2006

UK-based Axios Systems was one of the first vendors to embrace the Information Technology Infrastructure Library (ITIL) framework for service management. With service management as its sole focus, and with the ITIL framework as its architectural model, . . .