IT Service Management (ITSM)

IT service management has long delivered value through productivity, service quality, and cost savings. Now organizations must adopt service management and automation (SMA) to drive strategic priorities such as service portfolio and demand management, shifting focus from internal performance metrics to customer needs.

Latest Research

  • For Infrastructure & Operations Professionals

    REPORT: Now Tech: Enterprise Service Management Providers, Q3 2018

    Forrester's Overview Of 22 ESM Providers

    July 6, 2018 Charles Betz

    Enterprise service management (ESM) offerings provide user access to enterprise business and IT services, enable creation of new solution and support workflows, and improve visibility into overall service demand and execution. As ESM vendors expand IT service management (ITSM) technical capabilities with enhanced platform-as-a-service (PaaS) and app store capabilities, infrastructure and operations (I&O) professionals are unlocking new value and improving service experiences. But to capture these benefits, you'll first have to select from a diverse set of vendors — vendors that vary by size, functionality, geography, and vertical market focus. I&O professionals should use this Forrester Now Tech report to understand the primary segments and capabilities of ESM providers to inform their technology purchasing strategies.

  • For CIO Professionals

    REPORT: CIOs: Use CX Principles To Improve Your IT Brand

    Improved EX Will Give IT The Business Support It Needs To Excel

    March 9, 2018 Matthew Guarini, Nate Meneer

    IT teams are always looking for ways to improve. Traditional efforts like service management and process design can help improve the way IT delivers services, but these initiatives alone are not guaranteed to target the pain points of IT stakeholders. CIOs must champion an outside-in approach by adapting the strategies of customer experience (CX) to engage and empathize with IT's internal customers: employees. Read this report to learn how CIOs can successfully implement CX principles within their IT organizations.

  • For Infrastructure & Operations Professionals

    REPORT: The Changing Landscape Of IT Incident And Crisis Management

    Safety-Critical Practices And Collaborative Platforms Are The New Normal

    February 16, 2018 Charles Betz

    Digital services are ever more critical to human well-being. Customers, as well as other stakeholders, are increasing the pressure on providers to respond quickly and effectively to operational disruptions. Digital transformation means that computer failures can threaten life and safety, as the WannaCry ransomware's impact on the UK's National Health Service (NHS) demonstrated. Infrastructure and operations (I&O) professionals have much to learn from large web-scale properties' adoption of practices from safety-critical domains like fire and police services and their use of chat platforms to supplement traditional ticketed workflows.

  • For Infrastructure & Operations Professionals

    REPORT: Now Tech: Continuous Resolution, Q1 2018

    Forrester's Overview Of 17 Continuous Resolution Providers

    February 16, 2018 Charles Betz

    You can use continuous resolution providers like ServiceNow and xMatters to preserve enterprise value, improve the availability of digital services, and handle operational disruptions consistently. But to access these benefits, you'll first have to select from a diverse set of vendors — vendors that vary by size, functionality, geography, and vertical market focus. Infrastructure and operations (I&O) professionals should use Forrester's Now Tech report to understand the value they can expect from a continuous resolution provider and select vendors based on size and functionality.

  • For Infrastructure & Operations Professionals

    REPORT: Shift To Enterprise Service Management To Improve The Employee Experience

    Processes: The Employee Experience Playbook

    February 12, 2018 David K. Johnson, Charles Betz

    While new technologies emerge every day, employees can't do their best work because they can't find the services they need, and when they do, bureaucracy causes unacceptable delays. Infrastructure and operations (I&O) organizations must look beyond IT service management (ITSM) and provide workers with pain-free, productive, personalized, pervasive, and predictive service. This report shows why these five ingredients must become staples of your digital employee experience (EX) service strategy and provides a recipe to get you started. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We are updating it now to include our latest survey data.

View all research

Analysts Who Cover IT Service Management (ITSM)

View all related analysts