Summary
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.
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.