Forrester

For Infrastructure & Operations Professionals

Tool:Only One-Third Of Enterprises Have A Formal Release Management Process

For Infrastructure & Operations Professionals

Report:Case Study: Orrick's Service Desk Knowledge Management Journey

During a self-evaluation, the Orrick service desk team realized a shortcoming around knowledge management. The issues ranged from out-of-date information and lack of common terminology to...

• Downloads: 317

For Infrastructure & Operations Professionals

Report:Case Study: A Revolutionary Change Within Cisco IT Helps Manage IT's Value-Add

How Service Portfolio Management Transitioned Cisco IT To A Partner Player

Cisco's CIO and several of her IT leaders introduced an IT-wide change in how they manage their organization and communicate their performance both within and outside of the IT organization. The...

• Downloads: 292

For Infrastructure & Operations Professionals

Report:Assess Your Service Management And Automation Maturity

Assessment Framework: The Service Management And Automation Playbook

This report introduces Forrester's solution for IT infrastructure and operations (I&O) leaders to assess the maturity of their service management and automation (SMA) program. This is important,...

• Downloads: 462

For Infrastructure & Operations Professionals

Client Inquiry:Service Catalog Strategy

Q

For Infrastructure & Operations Professionals

Client Inquiry:What Are Best Practices For Crafting A Service Catalog?

What are best practices for crafting a service catalog?

For Infrastructure & Operations Professionals

Report:Source Effective Service Management And Automation Capabilities

Build/Buy Capabilities: The Service Management And Automation Playbook

This Forrester report provides infrastructure and operations (I&O) leaders and teams with a methodology to source their tools for effective service management and automation (SMA). This is...

• Downloads: 1114
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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: 628
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For Infrastructure & Operations Professionals

Report:Role Overview: I&O Release Manager

Ensuring Uninterrupted Service Availability And Performance

Service management promises to reorganize infrastructure and operations (I&O) to provide better value to the business. But, there's a catch. The service must be designed, transitioned, and delivered...

• Downloads: 423

For Infrastructure & Operations Professionals

Report:Updated Q4 2011: Cover Your Assets; Use IT Asset Life-Cycle Management To Control IT Costs

The infrastructure and operations (I&O) organization is no different from any other business function. It employs a multitude of assets to create corporate value. However, I&O's ability to manage its...

• Downloads: 684
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For Infrastructure & Operations Professionals

Report:Move Beyond Disaster Recovery And Prepare For Business Technology Resiliency

Vision: The Business Technology Resiliency Playbook

This report outlines the vision of Forrester's solution for infrastructure and operations (I&O) executives planning their organization's business technology (BT) resiliency strategy — the...

• Downloads: 584
• Comments: 1
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For Infrastructure & Operations Professionals

Report:Case Study: At CERN, Half Of The World's Particle Physicists Experience Service Management

As CERN, the European Organization for Nuclear Research, expanded its international collaboration, its general services and IT teams needed to change the way they supported CERN scientists and...

• Downloads: 120

For Application Development & Delivery Professionals

Report:Case Study: Novell Uses Collaborative Remote Support To Transform Its Customer Experience

How Novell Transformed Its Global Technical Support Operations

In the services industry, the ultimate goal is to increase customer satisfaction while lowering support costs with improved productivity. Unfortunately, introducing new tools for productivity gains...

• Downloads: 242

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: 383

For Infrastructure & Operations Professionals

Report:Template For Developing The IT Service Management And Automation Strategic Plan

A companion piece to "Develop An IT Service Management And Automation Strategic Plan," this template walks you through how to create a successful ITSM strategic plan.

• Downloads: 118
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For Infrastructure & Operations Professionals

Client Inquiry:Do We Need 24x7 Support For Enterprise System Monitoring?

I would like to know what kind of support enterprises typically purchase for software that's used for system monitoring.  I'm trying to decide if the more expensive 24x7 support is needed when...

For Infrastructure & Operations Professionals

Report:Case Study: California State University, Fresno Implements ITSM Without Breaking The Bank

When faced with austere budget challenges, California State University, Fresno (Fresno State), with a student population of 21,000 and about 2,300 faculty and staff, realized the need to integrate...

• Downloads: 246

For Infrastructure & Operations Professionals

Report:RFP Template For IT Service Management Support Tools and Implementation Services

This template is intended to provide a starting point for thinking about sections to include in an RFP for IT Service Management support tools and implementation services. This template should be...

• Downloads: 87

For Infrastructure & Operations Professionals

Report:Deliver Technology Services Faster, Cheaper, And Better

Executive Overview: The Service Management And Automation Playbook

Your business cares about outcomes, not technologies. Thus, it isn't enough to empower your developers and workers with the latest cloud, mobile, and analytics technologies. You must also invest in...

• Downloads: 694
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For Infrastructure & Operations Professionals

Client Inquiry:Can You Recommend Some Out-Of-Box Solutions For Change Requests And Tickets?

Can you recommend packages that out of the box can easily handle workflows for change requests and tickets?

For Infrastructure & Operations Professionals

Report:Role Job Description: Application Performance Manager

A Critical And Necessary Role In A Virtualized World

Through continuous adoption of virtualization and cloud computing, the traditional provisioning model on which applications run has changed. Virtualization and cloud computing do introduce great...

• Downloads: 362

For Infrastructure & Operations Professionals

Report:The Forrester ITSM Support Tools Product Comparison

This ITSM Support Tools Product Comparison Assessment focuses on three areas important for the selection of an ITSM support tool: solution overview, vendor overview, and solution penetration. The...

• Downloads: 128
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For Infrastructure & Operations Professionals

Client Inquiry:Service Portfolio Metrics

Q

For Infrastructure & Operations Professionals

Report:Case Study: Loyola Marymount University Embraces ITSM To Improve Service

For Loyola Marymount University's (LMU's) Information Technology Services (ITS), underdeveloped process, limited communication and transparency, as well as outdated tools and a siloed organization,...

• Downloads: 125

For Infrastructure & Operations Professionals

Client Inquiry:Sample IT Change Management Policy

I am charged with writing an IT change management policy. We are in an outsourcing environment with IBM and use ITIL standards. Can you locate and send me a sample policy?