Trends Report

By 2025, I&O Processes Become Business Services Orchestration

Service Management And Automation Processes Will Evolve Dramatically

March 17th, 2016
Jean-Pierre Garbani, null
Jean-Pierre Garbani
Wolfgang Benkel, null
Wolfgang Benkel
With contributors:
Bobby Cameron , Eveline Oehrlich , Vanessa Wegner


Forrester believes that business technology challenges the current infrastructure and operations (I&O) model and requires I&O to become an innovative partner that works closely with the business. I&O organizations must therefore change their roles and processes and fundamentally change their production model: They must streamline the supply chain by selecting suppliers that deliver the best cost-to-value ratio, abstract the infrastructure differences through which services are delivered, and use automation to transfer skills to tools to increase speed, reliability, and predictability. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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