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For Infrastructure & Operations Professionals

Develop Your Road Map For Service Management And Automation Processes

February 7, 2012


Why Read This Report

This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their road map of service management and automation processes (SMA) using Forrester's TechRadar™ methodology. This is important because into 2020, the rise of "as-a-service" technologies, empowered workers, and a radically more complex business environment will challenge IT I&O leaders to deliver higher levels of value, agility, and user satisfaction, all while lowering the cost of IT services. This will require I&O organizations to shift from the role of primary provider of IT services to a broker of public and private services. To succeed, I&O leaders must improve and streamline SMA processes by adopting best practices such as those described in ITIL. This report focuses on the key SMA processes I&O leaders must improve to operate in this new model of IT and to provide IT-as-a-service. In particular, I&O leaders should prioritize incident, problem, and knowledge management in the short term, while maturing IT financial, configuration, and release management over the long term.

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Table of Contents

  • The Value Of Service Management And Automation
  • Why The Future Of Service Management And Automation (SMA) Matters
  • Overview: TechRadar For SMA Processes
  • SMA TechRadar: SMA Is Essential For A Cloud-Computing Era

  • As Your Business And IT Evolve, Prioritize Your SMA Processes
  • Supplemental Material
  • Related Research Documents

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