Trends Report

The State And Direction Of IT Service Management: 2012 To 2013

March 18th, 2013
Glenn O'Donnell, VP, Research Director
Glenn O'Donnell VP, Research Director
With contributors:
Doug Washburn , Eveline Oehrlich , John Rakowski , Jean-Pierre Garbani , Elizabeth Langer , Stephen Mann

Summary

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.

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