Decision Tool

Forrester's Service Management And Automation Assessment Framework

June 5th, 2012
Eveline Oehrlich, null
Eveline Oehrlich
John Rakowski, null
John Rakowski
Stephen Mann, null
Stephen Mann
With contributor:
Lindsey Kempton

Summary

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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