The State And Direction Of IT Service Management: 2012 To 2013
March 18, 2013
Why Read This Report
Forrester Research, in conjunction with itSMF-USA, conducted its second annual survey to understand the state of IT service management (ITSM) in 2012 and its direction in 2013 — a critical practice in IT infrastructure and operations organizations. We're happy to report that service management continues to be a wise investment, as it pays high dividends in service quality and organizational productivity, which naturally lead to cost reductions. But ITSM professionals need to direct more investment toward strategic initiatives, such as service strategy, service portfolio management, and demand management, while maintaining their strengths in incident and change management. At the same time, ITSM professionals must keep their eyes on the increasingly morphing vendor community. Infrastructure and operations (I&O) leaders should use this report to benchmark their service management and automation (SMA) priorities, strategies, and maturity to peers.
Already a Client?
Log in to read this document.
Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Table of Contents
- ITSM Continues To Be Valuable To Individuals And Their Businesses Alike
- The Maturity Of SMA Processes: Good Firefighters, Bad Strategists
- Hot Topics In 2012 That Will Drive Priorities And Spending Into 2013
- The Vendor Landscape Remains In Flux And Dominated By Behemoths
- Supplemental Material
- Related Research Documents
Drive Business Agility And Value By Increasing Your API And SOA Maturity
September 5, 2013 | Randy Heffner
Master The Service Catalog Solution Landscape In 2013
June 12, 2013 | Eveline Oehrlich
Case Study: A Revolutionary Change Within Cisco IT Helps Manage IT's Value-Add
October 7, 2011 | Eveline Oehrlich