Forrester : IT Service Management (ITSM)

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.

Research

For all Roles

For Infrastructure & Operations Professionals
Report: Comprehensive Services Integration Needs More Than Just Conventional SIAM
June 6, 2017Bill Martorelli, Robert Stroud
Service integration and management (SIAM) emerged from its roots in the ITIL community as an adjunct to large-scale infrastructure outsourcing. While SIAM is an adequate — if cumbersome — approa...
For Infrastructure & Operations Professionals
Report: Change Management: Let's Get Back To Basics
May 25, 2017Charles Betz
Infrastructure and operations (I&O) professionals are questioning the relationship between traditional change management and new practices such as Agile and development/operations (DevOps). The ...
For Infrastructure & Operations Professionals
Report: Build A Fitter ITSM Practice
November 3, 2016David K. Johnson, Elinor Klavens
Organizations everywhere have begun digital business transformations to stimulate long-term growth. But many are ignoring their most precious assets — the people who sustain and improve the cust...
For CIOs
Report: Vendor Landscape: Technology Business Management Solutions
October 31, 2016Eveline Oehrlich, Sophia I. Vargas
CIOs and their leadership teams can no longer leave the analysis, management, and optimization of technology management costs to spreadsheets and uncoordinated processes. Those who want a seat a...
For Infrastructure & Operations Professionals
Report: Predictive Analytics Can Liberate I&O Pros From The Tyranny Of Firefighting
July 27, 2016Milan Hanson, Mike Gualtieri
The business expects infrastructure and operations (I&O) pros to be emergency responders. When customer and business applications are not performing — or not working at all — it affects the enti...