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: 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.

  • 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.

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