Forrester

For Infrastructure & Operations Professionals

Client Inquiry:How Should We Structure Our IT Service-Level Agreements (SLAs)?

We want to get the business involved and make sure that the business owners agree that our IT service SLA is good. How should we measure this and hold everyone accountable? What should we measure...

For Infrastructure & Operations Professionals

Report:Forrester's Service Management And Automation Assessment Framework

Forrester's Service Management And Automation Assessment Framework consists of four SMA domains (oversight, technology, process, and people) and 26 SMA functions. This abbreviated version of the...

• Downloads: 59

For Infrastructure & Operations Professionals

Report:The Forrester ITSM Support Tools Product Comparison

The Forrester ITSM Support Tools Functionality spreadsheet consists of three ITSM areas important for the selection of a ITSM support tool (solution overview, vendor overview and solution...

• Downloads: 35

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:ITIL Version 3 Adoption Not Yet Taking The World By Storm

The global adoption of ITIL v3 is occurring, but gradually. It is most visible in the growth of selected processes as organizations travel their ITSM journey. Forrester anticipates that many...

• Downloads: 18

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

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?

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

Client Inquiry:How Can We Improve Communication With The Release Team And Streamline Our Release Process?

We're suffering a breakdown in communication. The release team seems to act without regard for the rest of the organization, specifically the operations folks. Can you please provide us with some...

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

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: 404

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: 625
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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:Five Steps To Improve Service Desk Effectiveness

The service desk is your IT organization's first line of response to business user incidents and requests. Because these interactions shape your business' perception of IT, it's critical to not just...

• Downloads: 523

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

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:Updated 2011: Building The IT Infrastructure And Operations Balanced Scorecard

Metrics are the Achilles' heel of many infrastructure and operations (I&O) departments. Many firms don't know which metrics to use, or how to collect the data they need for the metrics, while others...

• Downloads: 903
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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

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: 1113
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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

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

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

Client Inquiry:Service Portfolio Metrics

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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:Case Study: Cornerstone OnDemand Makes End User Experience The Priority For IT Operations

Companies with distributed operations often struggle with managing customer experience. This report summarizes some of the major lessons learned from Cornerstone OnDemand, a cloud-based talent...

• Downloads: 93