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For Infrastructure & Operations Professionals

Brief: How To Deliver Services With Quality, Agility, And Value

October 28, 2016

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This is the Assessment report in The Modern Service Delivery Playbook For 2017.

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Why Read This Brief

To achieve smaller, faster, high-quality release cycles, infrastructure and operations (I&O) pros must employ the CALMSS (culture, automation, Lean, measurement and management, sharing, and sourcing) competency model. Everyone involved in the product or service life cycle, from individual contributors to the executive team, must master these competencies for successful modern service delivery (MSD). I&O pros must also use benchmarks to assess their progress and maintain or adjust their current MSD competencies accordingly. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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