Why Read This
This report outlines the skills and staffing for Forrester's solution for infrastructure and operations (I&O) executives working on a service management and automation strategy. This report is designed to help execs act on their plans for service management and automation. It's easier than ever for empowered employees and application developers to circumvent the IT I&O group to take advantage of new desktop, mobile, and tablet devices as well as cloud-based software and infrastructure you don't support. Why? They want to get their jobs done better, faster, and cheaper — and they don't feel that I&O can help. This, coupled with dramatic global changes, will accelerate transformation within business that should motivate you to look at how you need to change your roles and skills. The adoption of service management and automation best practice processes and tools has aligned I&O organizations to manage and operate technology that parallels the goals and expectations of the business, but there is significant room for improvement. This report examines what type of job categories, roles, responsibilities, and skills are needed to shift from today's dominant industrialized organizational model to an empowered business technology organization.
Tags: Business & IT Alignment, Business Technology (BT), Competency & Skills Management, Customer Relationship Management (CRM), Help Desk/Service Desk, IT Process Automation, IT Service Management (ITSM), Packaged Solutions, Staff Development & Succession Management, Talent Management, Technology