Trends Report

I&O Leaders Must Reshape ITIL To Support Customer Obsession

Don't Wait; Rethink Your ITIL Journey Now

April 19th, 2016
Eveline Oehrlich
Robert Stroud
With contributors:
Laura Koetzle , Elinor Klavens , Vanessa Wegner , Michelle Mai , Bill Nagel


Many infrastructure and operations (I&O) leaders have modeled their support organizations on ITIL frameworks and processes. ITIL has been very helpful in establishing compliance and control but has proven brittle in adapting to the age of the customer, which demands a new culture of speed, collaboration, and customer focus. This report shows I&O leaders how to use their investments in ITIL training and organizational structure to meet today's challenge: reconfiguring their people, processes, and technologies to win, serve, and retain customers.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.