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: Change Management: Let's Get Back To Basics

    Continuous Improvement: The Continuous Deployment Playbook

    October 18, 2018 Charles Betz

    Infrastructure and operations (I&O) professionals are questioning the relationship between traditional change management and new practices such as Agile and DevOps. The change management process serves important purposes of auditability, communication, coordination, and risk management. Problems emerge from choices that organizations make in implementing change management, not from the process itself. This report helps I&O pros weave change management into the end-to-end digital value stream. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

  • For Infrastructure & Operations Professionals

    REPORT: The Forrester Wave™: Enterprise Service Management, Q3 2018

    The 12 Providers That Matter Most And How They Stack Up

    August 23, 2018 Charles Betz, Will McKeon-White

    In our 28-criteria evaluation of enterprise service management (ESM) providers, we identified the 12 most significant ones — Atlassian, Axios, BMC Software, CA Technologies, Cherwell Software, EasyVista, IBM, Ivanti, Micro Focus, ServiceNow, SunView and TOPdesk — and researched, analyzed, and scored them. This report shows how each provider measures up and helps infrastructure and operations (I&O) professionals make the right choice.

  • 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.

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