Trends Report

Key Vendor Takeaways On Business Service Management

What The Recent Forrester Wave™ Means For BSM Vendors

April 30th, 2007
With contributors:
Thomas Mendel, Ph.D. , Jean-Pierre Garbani


We published a Forrester Wave on business service management (BSM) in March 2007. It has generated a lot of interest in the topic from both users and vendors, particularly around its finding that there are several different types of BSM project. The implication that there are different buying centers and drivers makes it even more difficult for vendors to apply the right sales approach with every prospect. Participating vendors can always use Forrester Wave research to identify potential improvements in both their marketing and sales processes, but there are also individual "what it means" (WIMs) for each vendor. Vendors not covered in the evaluation can also learn important lessons from the results.

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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.

Thomas Mendel, Ph.D.
and Jean-Pierre Garbani