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: Cloud, DevOps, And Digital Will Overtake The CMDB, But Not Its Reasons For Existence

    Planning, Reporting, Accounting, And Coordinating Require An Information Strategy

    December 5, 2017 Charles Betz, Chris Gardner

    Digital transformation, the cloud, and DevOps have many organizations questioning the future of capabilities such as asset and configuration management. But fundamental objectives — planning, accounting, reporting, and coordinating — don't go away just because of shifts in technology. This report provides thorough guidance on configuration management in light of infrastructure and operations' (I&O) digital transformation from the services perspective, using Forrester's new configuration management domain model.

  • For Infrastructure & Operations Professionals

    REPORT: The New Micro Focus Must Deliver In Three Areas

    What HPE Software's Spin-Merge Into Micro Focus Means For I&O Leaders

    September 1, 2017 Eveline Oehrlich

    As of September 1, 2017, Hewlett Packard Enterprise (HPE) completed the spin-merge of a significant portion of its software assets with Micro Focus to create the world's seventh-largest software company. In this brief, Forrester lays out the two areas that will determine the new firm's success — development and operations (DevOps) automation and enterprise service management (ESM) — and crystallizes the three demands that I&O leaders must make of the new Micro Focus.

  • For Infrastructure & Operations Professionals

    REPORT: ESM: Elevate Service Value Beyond The Technology Organization

    Enable Your Digital Business With This New Enterprise Platform

    August 2, 2017 Charles Betz

    Enterprise service management (ESM) has become a leading trend in the crowded IT service management (ITSM) market. By expanding service thinking and the service app store as well as speeding up platform-as-a-service (PaaS) workflow development, vendors and infrastructure and operations (I&O) professionals are unlocking new value. ESM represents a new integrated platform to support the organizational journey from IT to business technology (BT). This report describes the evolution from ITSM to ESM.

  • For Infrastructure & Operations Professionals

    REPORT: Comprehensive Services Integration Needs More Than Just Conventional SIAM

    Cloud-Based Service Delivery Demands A Broader Approach

    June 6, 2017 Bill 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 — approach to integration for ITIL-based "towers," it fails to support emerging cloud solutions. To fulfil their ambitions as service integrators and brokers, infrastructure and operations (I&O) technology managers must look beyond SIAM while accepting that the prospect of a converged tool set that encompasses both SIAM and cloud is still some way off.

  • For Infrastructure & Operations Professionals

    REPORT: Change Management: Let's Get Back To Basics

    Continuous Improvement: The Continuous Deployment Playbook

    May 25, 2017 Charles 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 change management process serves important purposes of auditability, communication, coordination, and risk management. Problems emerge from choices made 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.

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