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For Infrastructure & Operations Professionals

Drive Service Management Adjustments With Peer Comparisons

May 16, 2012

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Why Read This Report

This report outlines Forrester's solution to benchmark your service management and automation (SMA) initiative. To understand the current state and future of SMA, Forrester partnered with the USA chapter of the IT Service Management Forum (itSMF) in 2011 to survey 491 service management professionals — a critical subset of the broader IT infrastructure and operations (I&O) role most commonly tasked with planning and implementing SMA initiatives. While the IT infrastructure library (ITIL) is necessary but not sufficient to a successful service management and automation (SMA) program, its rising adoption is an indicator of priority and future maturity. Likewise, the benefits from ITIL adoption are a good indicator of the overall value your organization will receive from a broader SMA program. I&O leaders and their teams should use this report to adjust strategy plans and the subsequent investments in their people, processes, and technology.

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Table of Contents

  • The State Of Adoption: ITIL Programs And Certifications Mature, Albeit Slowly
  • The Value: Firms Adopting ITIL Receive Organizational And Personal Benefits
  • Technologies And Vendors: SaaS Delivery And New Entrants Fuel Disruption
  • ITSM In Action: Delivering Value To Change Management, The CMDB, And DevOps
  • RECOMMENDATIONS

  • Embark On A Program To Fortify ITSM Principles — It's Worth The Investment
  • Supplemental Material
  • Related Research Documents

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