Search Results

• Blog The New Change Management: Automated And Decentralized

  January 11, 2021 | Charles Betz

  Change management has continued to be a hot topic on social media and customer inquiry. As a process symbolizing traditional IT service management and the ITIL framework, it’s under increasing...

• Report Deliver Better IT Assurance With Modern Technology Operations

  Executive Overview: The Modern Technology Operations Playbook

  January 6, 2021 | Rich Lane, Charles Betz, Will McKeon-White

  By adapting processes, technologies, organizational structures, and governance, infrastructure and operations (I&O) pros can harness modern technology operations (MTO) practices to better address...

• Report Overcome Change Management Paralysis

  The Basics Still Apply, But You Don't Need A CAB

  December 24, 2020 | Charles Betz

  Infrastructure and operations (I&O) professionals are questioning the relationship between traditional change management and new practices such as agile and DevOps. The change management process...

• Report Reshape Your Application Support For Digital Operations

  Application Maintenance Is Everyone's Problem

  December 10, 2020 | Charles Betz

  Digital transformation and DevOps are challenging the traditional application support (AS) function within the infrastructure and operations (I&O) organization. In this report, we give I&O leaders...

• Blog The New Operating Model Is Upon Us

  November 6, 2020 | Charles Betz

  The world didn’t stop when the global health pandemic clobbered businesses around the globe. Companies large and small stepped up to the plate to find creative solutions. This accelerated an...

• Blog The DevOps Hypothesis Is Sound — Introducing The Q4 2020 Modern Technology Operations Survey

  November 5, 2020 | Charles Betz

  This year, I led my first custom survey research for Forrester, the Q4 2020 Modern Technology Operations Survey. We selected a random panel of 268 digital and IT professionals with day-to-day...

• Report Service Desk 2020: It's All About Employee Experience

  Reliable, Accessible Services Fuel Innovation And Satisfaction

  October 6, 2020 | Charles Betz, Andrew Hewitt

  Although new technologies emerge every day, employees can't do their best work because they can't find the services they need, and when they do, bureaucracy causes unacceptable delays. In an era of...

• Report Gauge Your Modern Technology Operations Maturity

  Assessment: The Modern Technology Operations Playbook

  September 29, 2020 | Charles Betz, Rich Lane, Andrew Hewitt

  Today's customers and employees demand great experiences — fast. To satisfy them, infrastructure and operations (I&O) leaders and teams must ensure that they can continuously deliver on both...

• Report Build Your Operations Organization With Product Team Principles

  People: The Modern Technology Operations Playbook

  September 9, 2020 | Charles Betz, Andrew Hewitt

  Cloud, Agile, DevOps, and increasing attention to employee experience (EX) are challenging traditional infrastructure and operations (I&O) operating models worldwide. Team silos of technical...

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  Webinar Base Your DevOps Toolchain On One Of These CDRA Platforms

  Using The Forrester Wave™

  September 9, 2020 | Charles Betz

  DevOps has gone from “crazy idea” to “how the world delivers software” over the past 10 years. Continuous delivery and release automation (CDRA) platforms continue to evolve...

• Report Research Overview: Modern Technology Operations

  Landscape: The Modern Technology Operations Playbook

  August 3, 2020 | Andrew Hewitt, Will McKeon-White, Charles Betz

  Infrastructure and operations (I&O) professionals want to evolve their organizations to be more flexible and responsive in the face of digital transformation and disruption. DevOps, Agile,...

• Report Apply Enterprise Service Management To Your Industry Processes

  From Trains To Telcos, ESM Is Reshaping Knowledge Work

  June 30, 2020 | Charles Betz, Will McKeon-White

  Enterprise service management (ESM) is expanding once again. Avid ESM users are already moving from initial successful use cases in HR and facilities to business operations for specific processes...

• Report Unify Application Portfolio Management And Cloud Tagging

  Hybrid Systems Require Common Management

  June 23, 2020 | Charles Betz, George Lawrie

  As a result of the current economic crisis, we're seeing a renewed focus on portfolio management. To provide a unified view of digital and IT portfolios for governance and rationalization,...

• Blog The Forrester Wave™: Continuous Delivery And Release Automation, Q2 2020

  June 15, 2020 | Charles Betz

  After releasing “The Forrester Wave: Continuous Delivery And Release Automation, Q2 2020” earlier this month, it’s a good time to pause and reflect on (in the immortal words of...

• Report The Forrester Wave™: Continuous Delivery And Release Automation, Q2 2020

  The 14 Providers That Matter Most And How They Stack Up

  June 4, 2020 | Charles Betz, Will McKeon-White

  In our 26-criterion evaluation of continuous delivery and release automation (CDRA) providers, we identified the 14 most significant ones — Armory, Atlassian, Broadcom, Chef, CloudBees, Digital.ai...

• Blog Accelerate With Enterprise Service Management

  April 16, 2020 | Charles Betz

  Enterprise service management (ESM) emerged from the crowded IT service management (ITSM) market. ESM expands service thinking and the service catalog into domains outside of IT as well as speeding...

• Report Now Tech: Continuous Delivery And Release Automation, Q2 2020

  Forrester's Overview Of 29 CDRA Providers

  April 9, 2020 | Charles Betz, Will McKeon-White

  You can use continuous delivery and release automation (CDRA) to automate digital pipelines, enable faster product iterations, and improve end-to-end management and visibility. But to realize these...

• Report ESM: The Software Platform For Knowledge Workers

  Enable Your Digital Business With This New Enterprise Platform

  March 24, 2020 | Charles Betz, Will McKeon-White

  Enterprise service management (ESM) has emerged from the crowded IT service management (ITSM) market. By expanding service thinking and the service catalog into domains outside of IT as well as...

• Blog Agile, DevOps, And COVID-19

  March 23, 2020 | Charles Betz

  Every other Friday, we have a meeting of the “DevOps Theme Team,” a group of Forrester analysts focused on next-generation IT management approaches. We talk about Agile and DevOps, of course, but...

• Report Promises, Not Obligations, Are The Basis Of Future Operating Models

  Empower Team Collaboration Through A Framework Of Mutual Commitments

  March 10, 2020 | Charles Betz, Chris Gardner

  As infrastructure and operations (I&O) organizations move to digital product teams, it's becoming increasingly ineffective to base governance on traditional controls (processes, manual inspection,...

• Report Forrester's Enterprise Service Management (ESM) Buying Guide, 2020

  Map ESM Providers To Your Current State, Size, And Priorities

  February 10, 2020 | Charles Betz, Will McKeon-White

  In "The Forrester Wave™: Enterprise Service Management, Q4 2019," we researched, analyzed, and scored enterprise service management (ESM) providers, providing infrastructure and operations (I&O)...

• Report It's Go Time For Application And Infrastructure Dependency Mapping (AIDM)

  Long-Awaited Dependency Mapping Is Finally Here To Bring Meaning To Your Digital Pipeline

  February 7, 2020 | Charles Betz, Rich Lane

  Visibility into complex distributed systems is crucial for modern technology operations. Despite promises, the configuration management database (CMDB) and its discovery tools never delivered...

• Blog The I&O Organization Under Pressure

  January 24, 2020 | Charles Betz

  Whither infrastructure and operations? Cloud-native, DevOps, and automation are turning I&O’s world upside down. As organizations move to self-provisioning, I&O professionals are...

• Report The Five Principles For IT Chatbot Success

  It's All About The User

  December 18, 2019 | Charles Betz, Will McKeon-White

  The chatbot value proposition is creation of faster, self-service support features for customers and employees alike. But in practice, chatbots suffer from low satisfaction scores. As IT leaders...

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  Webinar Predictions 2020: DevOps

  DevOps Professionals Should Plan For Chaos, Emergence, And Resilience In 2020

  December 9, 2019 | Charles Betz

  DevOps continues to transform IT and digital management worldwide. But is the reality living up to the hype? Come and hear Forrester’s predictions for DevOps for 2020, including chaos...