Trends Report

Evolve Your Operations Center For True Service Management

John Rakowski
Glenn O'Donnell
 and  four contributors
Mar 01, 2013

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.

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