Assess Your Service Management And Automation Maturity

June 5th, 2012

Glenn O'Donnell VP, Research Director

Eveline Oehrlich

Jean-Pierre Garbani

John Rakowski

Stephen Mann

With contributors:

Doug Washburn , Lindsey Kempton

Summary

This report introduces Forrester's solution for IT infrastructure and operations (I&O) leaders to assess the maturity of their service management and automation (SMA) program. This is important, because I&O leaders can't accurately plan, improve, or prioritize their SMA investments without a strong understanding of their current state, desired state, and the gaps in between. To help, Forrester has created a comprehensive framework, using the COBIT maturity level definitions, to assess 27 SMA functions from an oversight, people, process, and technology perspective. In particular, this report articulates the value of an SMA maturity assessment and introduces Forrester's SMA maturity assessment framework for readers to download and perform themselves.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.