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For Infrastructure & Operations Professionals

Forrester's Service Management And Automation Assessment Framework

June 5, 2012


  • By Eveline Oehrlich,
  • Stephen Mann,
  • John Rakowski
  • with Lindsey Kempton

Why Read This Report

Forrester's Service Management And Automation Assessment Framework consists of four SMA domains (oversight, technology, process, and people) and 26 SMA functions. This abbreviated version of the model, which focuses on the 26 SMA functions, is designed to provide you with a brief self-assessment tool that gives you insight enabling you to evaluate the maturity of your SMA program, articulate value to business owners, and lay out a road map for future improvements.

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