Trends Report

Communicate And Train Sustainable Service Management Changes

May 16th, 2012
Henry Dewing, null
Henry Dewing
With contributors:
Laura Koetzle , Doug Washburn , Jinan Budge , Lindsey Kempton

Summary

This report outlines the change management recommendations of Forrester's solution for infrastructure and operations (I&O) executives planning and delivering their organization's service management and automation (SMA) program. Clear communications with the business about IT capabilities is critical because just as a good product or service will fail to sell without effective marketing, so will your SMA efforts. We designed this report to help I&O executives develop a communication and awareness campaign to demonstrate the value of IT and the impact of SMA initiatives that will contribute to upfront and sustained awareness, buy-in, and funding overtime.

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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.