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For Infrastructure & Operations Professionals

Evolve Your Operations Center For True Service Management

March 1, 2013


Why Read This Report

The operational hub of any well-run and complex organization is a strong operations center. In IT infrastructure and operations (I&O), this function is often fragmented into pockets that tend to be too isolated. Such isolation is a principal cause of much of the chaos that characterizes IT, therefore leading to an eventual crisis of punitive outsourcing. To address the increasingly complex needs for delivering business value, the I&O organization must consolidate and streamline these functions. In this report, Forrester provides the blueprint for a successful operations center: a service center (AKA the help desk or service desk) as the single face to the customer, a command center to perform all incident triage and escalate problems to SMEs, and an automation center to own and develop the full portfolio of service management and automation tools.

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Table of Contents

  • Disciplined Command And Control For IT
  • Enter The Operations Center: Command + Automation + Service
  • Escalation In And Out Of The Operations Center
  • The Operations Center Organizational Structure

  • Pragmatic Steps To An Operations Center

  • Saving Money With The Operations Center
  • Related Research Documents

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