For B2B Market Research Professionals

The State Of Enterprise IT Services: 2009

Business Data Services North America And Europe

by Pascal Matzke, John C. McCarthy, November 6, 2009

As the global economic downturn continues to put pressure on IT budgets, companies are taking a variety of measures to get more value for the money spent on IT services. But unlike the last recession in 2001 to 2002, when outsourcing and offshoring benefitted . . .

For Application Development & Program Management Professionals

Modernization Decisions: Should Client Leave Adabas When It Leaves The Mainframe Platform?

by Phil Murphy, October 28, 2009

Applications professionals at a government agency had been operating a suite of custom Adabas applications for decades. The agency was facing mounting economic pressures, it was seeking avenues for cost reduction, and the large bill for the agency's shared-services . . .

For Security & Risk Professionals

Shift In Expectations: Modernizing Your SRM Program  (2 MB PPT)

by Robert Whiteley, October 28, 2009

In September 2009, Forrester hosted a two-day event designed to help security and risk professionals understand the top three shifts impacting their job heading. This document summarizes the key recommendations we made to help master the shift in expectations . . .

For Sourcing & Vendor Management Professionals

Vendor Scorecard: Measuring The Strategic Health And Value Of A Relationship   (176 KB XLS)

by Patrick M. Connaughton, Elizabeth Rose, October 27, 2009

Forrester recommends developing at least three levels of scorecards for measuring the overall value and performance of an IT vendor relationship: operational SLAs; business-level SLAs; and a less quantifiable but equally as important strategic value scorecard. . . .

For Sourcing & Vendor Management Professionals

Address The Governance Requirements Of Managed Outcome Engagements

by Bill Martorelli, October 26, 2009

The intensity of the recent economic crisis focused attention on immediate savings exemplified by renegotiation on billing rates for application development and maintenance (ADM) services, among other service types. However, with signs of stabilization . . .

For CIOs

Role Descriptions For The Office Of The CIO

Key Roles Support The CIO In Driving IT's Success

by Marc Cecere, October 22, 2009

Forrester has assembled job descriptions for several roles within the Office of the CIO — the group of IT leaders who report to the CIO and provide services outside of applications and infrastructure. Based on analyst expertise and a sampling of actual . . .

For CIOs

Reducing The Costs Of IT — Views From Consultancies

by Marc Cecere, October 22, 2009

How do you reduce the costs of IT? To answer this question, Forrester interviewed 21 consultancies that provide cost-reduction services. What did we find? Nearly all consultancies suggested upgrading governance and establishing foundational pieces before . . .

For Sourcing & Vendor Management Professionals

Report From The Vendor Management Frontlines

Four Innovative Practices From A Seasoned Supplier Manager

by John C. McCarthy, October 21, 2009

As firms look to bolster their supplier oversight capabilities, they are looking for creative ways to get the most out of their primary vendor relationships given the immaturity of the space. Forrester recently spoke with an innovative practitioner about . . .

For Sourcing & Vendor Management Professionals

Checklist: SOW And MSA Considerations For Managed Outcome Engagements  (37 KB XLS)

by Bill Martorelli, October 13, 2009

One of the keys to success in establishing managed outcome relationships is to contract for them successfully using elements of the relevant toolset such as the statement of work (SOW) and the master services agreement (MSA). In practice, the two document . . .

For Sourcing & Vendor Management Professionals

Operational-Level Agreements Aid In Multisourcing Efforts

by Bill Martorelli, October 1, 2009

As customers have moved to embrace a more selective outsourcing approach, multisourcing techniques are becoming more tangible and less reliant on best efforts and good will. As a result, clients seek mechanisms with which they can manage multiple suppliers . . .

For Sourcing & Vendor Management Professionals

Best Practices For Selecting And Managing Your Oracle Implementation Provider

Lessons Learned From Oracle Implementation Providers' Clients

by Liz Herbert, September 18, 2009

Forrester surveyed 139 Oracle implementation client references and found that Oracle implementation services buyers were most satisfied with technical expertise and pricing transparency, but rated their providers lower on the effectiveness of their methodology . . .

For Enterprise Architecture Professionals

Consolidating Vendors? Make Sure EA's Voice Is Heard On Strategic Products And Services

Enterprise Architects Need To Become More Involved In Corporate Initiatives To Rationalize The IT Vendor Portfolio

by Gene Leganza, September 4, 2009

When CIOs and CFOs launch vendor consolidation initiatives to cut costs and simplify their environments, they turn to their sourcing and vendor management teams to lead the charge. But enterprise architects must play an active role, identifying the enterprise's . . .

For Sourcing & Vendor Management Professionals

Service Integration Needs A New Approach

Structured Multisourcing Programs Offer A Way Forward

by Euan Davis, September 4, 2009

The trend to selectively source continues as firms carve up the IT estate into smaller chunks for outsourcing to multiple providers. But sourcing groups face problems when outsourcing selectively when each provider seeks to dominate your firm and maximize . . .

For Infrastructure & Operations Professionals

Q&A: The Value Of TEM Solutions In A Recession

Telecom Expense Management Cuts Costs In Challenging Economic Times

by Phil Sayer, August 28, 2009

Telecom expense management (TEM) solutions aren't new, but with IT budgets and headcount under the microscope they are getting more attention as organizations look for quick wins and to gain greater visibility and control over costs. With telecom expenses . . .

For Sourcing & Vendor Management Professionals

Clients Speak Out On Infrastructure Outsourcing Satisfaction

Overall Satisfaction Is Good, But Providers Should Focus On Account Management

by Paul Roehrig, Ph.D., August 25, 2009

Forrester's data shows that an increasing number of IT services clients are turning to infrastructure outsourcing to free up management focus, save money, and focus on technology enablement of the core business. But smart services decision-makers want . . .

For B2B Market Research Professionals

IT Services: Banking And Insurance Service Provider Selection And Satisfaction Data  (546 KB PPT)

by Ellen Carney, August 6, 2009

Data chart on IT services banking and insurance service provider selection and satisfaction data.

For B2B Market Research Professionals

IT Services: Banking And Insurance Vendor Management Practices Data  (606 KB PPT)

by Ellen Carney, August 5, 2009

Data chart on IT services vendor management data for banking and insurance industries.

For Sourcing & Vendor Management Professionals

Judging The Maturity Of Your Vendor Management Efforts

Forrester's 20-Question Test Helps Firms Refine Their Vendor Management Approach

by John C. McCarthy, July 23, 2009

Two key vectors define the development sophistication of an organization's vendor management efforts. The first is the overall corporate support and governance acumen, and the second is the sophistication of the underlying processes and the level of automation. . . .

For Enterprise Architecture Professionals

Next-Generation IT Requires Next-Generation EA

EA Makes The New Core Processes Of IT Work

by Alex Cullen, Gene Leganza, Jeff Scott, Jost Hoppermann, June 30, 2009

What business wants from IT is changing, and that means IT has to change how it manages itself and the IT-business relationship. Building on current project delivery and operational management competencies, CIOs are adding new core management processes: . . .

For CIOs

Innovation And Agility — Driving IT Success In Economic Hard Times

Firms Invest Beyond Tactical Approaches To Accelerate Out Of The Downturn

by Bobby Cameron, June 2, 2009

To understand how IT organizations are addressing the downturn, Forrester interviewed 46 enterprise IT decision-makers from around the globe. We found three scenarios: Those who have yet to cut their budgets and are keeping their options open; those who . . .

For Sourcing & Vendor Management Professionals

Best Practices For Selecting And Managing Your SAP Implementation Provider

Lessons Learned From Interviewing SAP Client References

by Liz Herbert, May 18, 2009

Forrester surveyed 154 SAP implementation client references and found that they were most satisfied with providers' technical expertise and pricing transparency, but rated them lower on change management, training, and skills transfer. References also . . .

For Sourcing & Vendor Management Professionals

Multisourcing By Alliance: Getronics Uses Partners To Deliver Services Globally To Clients

by Andrew Parker, May 7, 2009

On March 25, 2009, Getronics and six partner firms formally announced the Getronics Workspace Alliance. The group will collaborate to deliver managed desktop services and a range of associated capabilities for enterprise clients. Forrester got the lowdown . . .

For Sourcing & Vendor Management Professionals

Banks Should Change Their Service Provider Requirements Based On A Value Road Map

by Euan Davis, April 24, 2009

As sourcing models buckle under market pressure, sourcing leaders are responding by aligning strategies along a continuum of sourcing behaviors. These behaviors follow a road map for value creation that banking clients can use to align and test vendors' . . .

For Infrastructure & Operations Professionals

During Tough Economic Times, IT Leadership Will Rely On I&O To Drive Cost Savings

Redesign IT Roles To Drive IT Cost Reduction

by Simon Yates, April 22, 2009

When times get tough, executives start looking for ways to cut costs. In many cases, their cost-reduction strategies will require considerable input from the infrastructure and operations (I&O) group. Whether the department is being restructured, . . .

For Sourcing & Vendor Management Professionals

Forrester's Rapid Decision Tool For VMS RFPs  (183 KB XLS)

by Patrick M. Connaughton, April 14, 2009

Rapid decision tool using the criteria outlined in the report, "Selecting Vendor Management Systems: Differentiating Criteria"