Forrester

For Infrastructure & Operations Professionals

Report:Case Study: Sanofi's Successful I&O Transformation Approach

A Blueprint On How To Transform People, Process, And Technology Elements To Proactively Address Increasingly Complex Markets

In 2010, Sanofi, a large multinational in the healthcare market, embarked on a business transformation in response to increasing market complexity. Similar market complexities are affecting most...

• Downloads: 222
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For Infrastructure & Operations Professionals

Report:Business Service Management: Beyond 2012

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...

• Downloads: 396

For Infrastructure & Operations Professionals

Report:Develop Your Service Delivery Monitoring Strategy

Service Management And Automation

Service delivery monitoring is a critical enabler that IT infrastructure and operations (I&O) leaders must invest in to foster the transition from IT to business technology (BT). Why? As the IT...

• Downloads: 445

For Infrastructure & Operations Professionals

Report:Five Steps To Transform Your IT Service Management Strategy Today

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 —...

• Downloads: 647
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For Enterprise Architecture Professionals

Report:Business Service Architecture: Shaping The Services Within Your Business Model

Business Services Unify Portfolios And Help Firms Manage Business Change

Business capability maps are an excellent conceptual tool for planning and assessment. But your business runs on the physical implementation of people, process, information, and technology, and while...

• Downloads: 1592

For Infrastructure & Operations Professionals

Report:Case Study: Understanding Application Performance From The Outside In

When faced with service delivery and service quality challenges, the IT team for one of the largest financial services holding companies in the US assessed its application support team and realized...

• Downloads: 264

For Infrastructure & Operations Professionals

Report:I&O Execs: It's Time To Rediscover BSM

Look To BSM Point Tools To Improve I&O's Change Management And Incident Management Processes

The original business service management (BSM) concept is founded on the capability to map business services to infrastructure components. This gives end users visibility into IT as well as bridges...

• Downloads: 369

For CIO Professionals

Report:Seven Steps For Developing Process-Oriented Portfolios Of Business Technology Services

How To Better Manage Complexity And Keep It Under Control

Most organizations do not effectively align their business process management (BPM) and IT functions to control the increasing complexity that multifaceted, cross-functional processes and...

• Downloads: 980

For Infrastructure & Operations Professionals

Report:Case Study: Xchanging's Strategic Implementation Of Business Service Management

Lessons Learned In Successfully Deploying BSM In A Fast-Growing Enterprise

Xchanging uses a unique "enterprise partnership" model whereby Xchanging creates a jointly owned company with the partner organization. The resources and assets from the partner are transferred into...

• Downloads: 206

For Infrastructure & Operations Professionals

Report:Case Study: Holcim Moves From Managing IT Silos To Managing Services

How Holcim Corporate IT Transitioned From IT Infrastructure Management To Business Service Management

Holcim, a global supplier of construction materials, needed to move from being an organization that provides support on infrastructure and technology to one that functions as an internal IT service...

• Downloads: 406

For Infrastructure & Operations Professionals

Report:The Writing On IT's Complexity Wall

The Future Role Of IT Management Software

The past years have seen IT organizations struggle with issues of service development, deployment, and delivery. Forrester believes that these issues are directly linked to the increased complexity...

• Downloads: 533

For Infrastructure & Operations Professionals

Report:Case Study: AMERICAN SYSTEMS Demonstrates The Value Of Business Service Management

From Reactive To Proactive: Using Service Management To Leverage Integrated Event Correlation

The IT and business alignment discussion is not new: Many IT organizations have been trying to become aligned with their business units or overall business goals. Understanding what it means to be...

• Downloads: 366

For CIO Professionals

Report:Do CIOs Care About IT Management Tools?

CIOs are constantly working to run IT like a business — focusing on business orientation through capabilities like IT planning, portfolio management, and IT investment optimization. A myriad of...

• Downloads: 969

For Infrastructure & Operations Professionals

Report:Spotlight On: The IT Management Software Challengers

An Overview Of The Challengers In The IT Management Software Market

The 2009 IT management software (ITMS) market seems to favor smaller vendors to the detriment of larger ones, as preliminary results for the first three quarters of 2009 show that the megavendor...

• Downloads: 703

For Infrastructure & Operations Professionals

Report:It's Time For IT Management Software 2.0

Lean Thinking Brings Forward New Management Tools

IT is still struggling with growing pains, meaning that the current economic conditions present a catalyst for change and an opportunity to mature. These conditions present a catalyst because they...

• Downloads: 971

For Infrastructure & Operations Professionals

Report:Spotlight On: The IT Management Software Megavendors

An Overview Of The Top Four Anchor Vendors

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...

• Downloads: 672

For Infrastructure & Operations Professionals

Report:Market Overview: Workload Automation, Q3 2009

Is BSM The Future Of Workload Automation?

Job scheduling is a necessary component of data centers. Without job scheduling, an enterprise could simply not execute long application processes that deal with massive amounts of data and are...

• Downloads: 475

For CIO Professionals

Report:Catalog Of Technical Services

The workbook defines 10 generic profiles of technical services and associates provisioning processes and activities with each of them. The activity-based descriptions enable IT executives to...

• Downloads: 49

For CIO Professionals

Report:A Catalog Of Technical Services Improves The Manageability Of The BT Service Portfolio

Business technology (BT) changes IT's roles within the enterprise, forcing IT leaders to deploy business service processes and technology demand management. CIOs are embarking on the IT-to-BT journey...

• Downloads: 716
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For CIO Professionals

Report:CIOs: Business Alignment And BT Enablement Require Business Capability Maps

At Your Level, You Can't Rely On Any Other Single IT Business Model

CIOs are aggressively tackling their planning and management challenges, deploying tools and building models to address a wide variety of functions like asset management, IT services management,...

• Downloads: 1268

For Infrastructure & Operations Professionals

Report:Service Catalog — Your Prerequisite For Effective IT Service Management

Yes, They Can Help Connect You With The Business

The vision and purpose of effective IT service management is to efficiently develop, operate, and deliver services with value and alignment to the business. To do this, IT must transform itself from...

• Downloads: 1760

For Infrastructure & Operations Professionals

Report:The IT Management Software Challengers

SWOT Analysis For ASG, Compuware, EMC, Quest Software, And Microsoft, Q3 2009

The 2009 IT management software (ITMS) market seems to favor smaller vendors to the detriment of larger ones. Preliminary results for the first three quarters of 2009 show that the megavendors' share...

• Downloads: 589

For Infrastructure & Operations Professionals

Report:Tech Horizons: OpTier, A Step Toward Business Service Management (BSM) 2.0

Is Business Transaction Management The New BSM?

BSM is firmly established now as a way to manage IT as a business tool rather than as a collection of fragile technologies. In this transformation of IT into a service provider, technology is only...

• Downloads: 370

For Infrastructure & Operations Professionals

Report:The IT Management Software Megavendors

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

• Downloads: 841

For CIO Professionals

Report:Market The BT Service Portfolio To Fuel Innovation And Utility

As businesses become infused with technology, CIOs are expected to provide portfolios of business technology (BT) services, which sustain the competitive advantage of their firms. To improve IT's...

• Downloads: 551