For Infrastructure & Operations Professionals

REPORT: Cloud Services Accelerate Your Pursuit Of Customer Obsession

Executive Overview: The Cloud Computing Playbook

January 2, 2018Glenn O'Donnell

Confusing cloud definitions and erroneously identified "cloud" solutions impede cloud becoming a staple in your customer-centric technology portfolio. Forrester offers its cloud computing playbook to infrastructure and operations (I&O) professionals who need to harness cloud to drive business growth. The playbook structure delivers a step-by-step road map for building and differentiating customer experiences with cloud. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

For Infrastructure & Operations Professionals

REPORT: Master Automation And Software To Transform Your Infrastructure

Executive Overview: The Infrastructure Transformation Playbook

January 4, 2018Glenn O'Donnell

Customer-obsessed technology places the broader charter of service design on the infrastructure and operations (I&O) team. I&O leaders must own the design for the full system of interacting parts sourced from a rich and dynamic software-defined ecosystem. Forrester's infrastructure transformation playbook, with its discover, plan, act, and optimize phases, provides the blueprint that I&O teams will need to meet this challenge. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We've updated this edition to factor in new ideas, examples, and data.

For Infrastructure & Operations Professionals

REPORT: Develop Your Road Map For Service Management And Automation Processes

February 7, 2012Eveline Oehrlich, Jean-Pierre Garbani, Glenn O'Donnell, Stephen Mann, John Rakowski

This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their road map of service management and automation processes (SMA) using Forrester's TechRadar™ methodology. This is important because into 2020, the rise of "as-a-service" technologies, empowered workers, and a radically more complex business environment will challenge IT I&O leaders to deliver higher levels of value, agility, and user satisfaction, all while lowering the cost of IT services. This will require I&O organizations to shift from the role of primary provider of IT services to a broker of public and private services. To succeed, I&O leaders must improve and streamline SMA processes by adopting best practices such as those described in ITIL. This report focuses on the key SMA processes I&O leaders must improve to operate in this new model of IT and to provide IT-as-a-service. In particular, I&O leaders should prioritize incident, problem, and knowledge management in the short term, while maturing IT financial, configuration, and release management over the long term.

For CIO Professionals

REPORT: Cloud Keys An Era Of New IT Responsiveness And Efficiency

November 19, 2012 Liz Herbert, Glenn O'Donnell

The cloud landscape is shifting to cover a broader range of enterprise needs. Why? Cloud is curing the lack of responsiveness and economic flexibility that ails on-premises IT. Look for the popular software-as-a-service (SaaS) and infrastructure-as-a-service (IaaS) models to become much more flexible by allowing more customization and integration. Look for more pragmatic cloud development platforms that cross the traditional cloud service boundaries of SaaS, platform-as-a-service (PaaS), and IaaS. And look for good private and public cloud options — and simpler ways of integrating private-public hybrids. This report charts the shifts taking place in the market as indicated by the most advanced cloud developers and consumers.

For Infrastructure & Operations Professionals

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

Yes, They Can Help Connect You With The Business

October 28, 2009Eveline Oehrlich, Glenn O'Donnell

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 an organization with many silos of technical and functional silos into a business with reliable and cost-effective service offerings. The attitude, behavior, and culture of the organization must shift to a service provider organization. The first step in this transformation is to develop a service catalog that describes the IT services supporting the business services and in turn the business process.