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  • Business Service Management (BSM)

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  • Report Predictions 2016: Automation Drives Growth

    How I&O Pros Will Accelerate BT Agenda Execution With Software-Defined And Agile Everything
    November 19, 2015 | Jean-Pierre Garbani, Amy DeMartine, Wolfgang Benkel

    In 2015, infrastructure and operations (I&O) leaders and their teams laid foundations for and shifted some investment to the business technology (BT) agenda — the to-do list for applying...

  • Report Eliminate DevOps Myths With Situational-Awareness-Based Performance Management

    October 10, 2014 | John Rakowski

    The importance of business technology (BT) has led to the rise of DevOps (development + operations), which is supported by modern service delivery — delivering business services at a heightened...

  • Report The State And Direction Of Service Management: Progression, Deceleration, Or Stagnation?

    March 17, 2014 | Courtney Bartlett

    "How do we stack up against our peers?" is perhaps the most common question asked of Forrester, and never has this information been more important for service management and automation (SMA)...

  • Report Predictions For 2014: Technology Monitoring

    Monitoring Advances From Providing Reactive Information To Predictive Business Insights
    February 3, 2014 | John Rakowski

    In 2014, technology monitoring priorities for infrastructure and operations (I&O) professionals can no longer only focus on technology offerings that serve internal business services but must also...

  • Report Refocus Application Rationalization Toward Business Service Optimization

    Right-Sized Business Services Replace One-Size-Fits-All Rationalization Objectives
    October 10, 2013 | Alex Cullen, Henry Peyret

    Your business model is embedded in your applications and technology. The alignment of the application portfolio with the business's strategy and operating model is a key element in business...

  • Report TechRadar™: Business Technology Monitoring, Q3 2013, Part 1 Of 5

    To Become A True Business Partner, Focus Investment On Customer-Centric Monitoring Technologies
    September 9, 2013 | John Rakowski, Jean-Pierre Garbani

    The monitoring technology market is awash with solutions, marketing acronyms, best practices, and the promise of "proactive" technology management. For many enterprise IT organizations, this...

  • Report Prepare Your Infrastructure And Operations For 2020 With Tools And Technologies

    Tools And Technology: The I&O Practice Playbook
    July 25, 2013 | Jean-Pierre Garbani

    As more and more business services are provided through cloud and mobile technologies, business users see an opportunity to gain more control over IT, decentralize IT functions, and move from a...

  • Report Case Study: Sanofi's Successful I&O Transformation Approach

    A Blueprint On How To Transform People, Process, And Technology Elements To Proactively Address Increasingly Complex Markets
    September 28, 2012 | John Rakowski

    In 2010, Sanofi, a large multinational in the healthcare market, embarked on a business transformation in response to increasing market complexity. Similar market complexities are affecting most...

  • Report Business Service Management: Beyond 2012

    September 24, 2012 | Jean-Pierre Garbani, Eveline Oehrlich

    Business service management (BSM) is a way to bridge the user's view of applications and services to the IT operations' view of infrastructure; it maps business services to the components used to...

  • Report Develop Your Service Delivery Monitoring Strategy

    Service Management And Automation
    September 6, 2012 | Jean-Pierre Garbani

    Service delivery monitoring is a critical enabler that IT infrastructure and operations (I&O) leaders must invest in to foster the transition from IT to business technology (BT). Why? As the IT...

  • Report Five Steps To Transform Your IT Service Management Strategy Today

    How To Get Customer-Obsessed, Service-Focused, And Automated
    August 29, 2012 | Eveline Oehrlich

    The future of IT service management (ITSM) is customer-obsessed, service-focused, and automated. But the recent additions to the most widely adopted ITSM framework — ITIL 2011 edition — are not...

  • Report Business Service Architecture: Shaping The Services Within Your Business Model

    Business Services Unify Portfolios And Help Firms Manage Business Change
    November 15, 2011 | Henry Peyret

    Business capability maps are an excellent conceptual tool for planning and assessment. But your business runs on the physical implementation of people, process, information, and technology, and...

  • Report Case Study: Understanding Application Performance From The Outside In

    September 12, 2011 | Eveline Oehrlich

    When faced with service delivery and service quality challenges, the IT team for one of the largest financial services holding companies in the US assessed its application support team and realized...

  • Report I&O Execs: It's Time To Rediscover BSM

    Look To BSM Point Tools To Improve I&O's Change Management And Incident Management Processes
    May 13, 2011 | Jean-Pierre Garbani

    The original business service management (BSM) concept is founded on the capability to map business services to infrastructure components. This gives end users visibility into IT as well as bridges...

  • Report Seven Steps For Developing Process-Oriented Portfolios Of Business Technology Services

    How To Better Manage Complexity And Keep It Under Control
    April 22, 2011 | Alexander Peters, Ph.D.

    Most organizations do not effectively align their business process management (BPM) and IT functions to control the increasing complexity that multifaceted, cross-functional processes and...

  • Report Case Study: Xchanging's Strategic Implementation Of Business Service Management

    Lessons Learned In Successfully Deploying BSM In A Fast-Growing Enterprise
    December 7, 2010 | Jean-Pierre Garbani

    Xchanging uses a unique "enterprise partnership" model whereby Xchanging creates a jointly owned company with the partner organization. The resources and assets from the partner are transferred...

  • Report Case Study: Holcim Moves From Managing IT Silos To Managing Services

    How Holcim Corporate IT Transitioned From IT Infrastructure Management To Business Service Management
    November 5, 2010 | Eveline Oehrlich

    Holcim, a global supplier of construction materials, needed to move from being an organization that provides support on infrastructure and technology to one that functions as an internal IT service...

  • Report The Writing On IT's Complexity Wall

    The Future Role Of IT Management Software
    June 30, 2010 | Jean-Pierre Garbani

    The past years have seen IT organizations struggle with issues of service development, deployment, and delivery. Forrester believes that these issues are directly linked to the increased complexity...

  • Report Case Study: AMERICAN SYSTEMS Demonstrates The Value Of Business Service Management

    From Reactive To Proactive: Using Service Management To Leverage Integrated Event Correlation
    June 14, 2010 | Eveline Oehrlich

    The IT and business alignment discussion is not new: Many IT organizations have been trying to become aligned with their business units or overall business goals. Understanding what it means to be...

  • Report Do CIOs Care About IT Management Tools?

    May 17, 2010 | Tim DeGennaro, Sharyn Leaver

    CIOs are constantly working to run IT like a business — focusing on business orientation through capabilities like IT planning, portfolio management, and IT investment optimization. A myriad of...

  • Report Spotlight On: The IT Management Software Challengers

    An Overview Of The Challengers In The IT Management Software Market
    December 28, 2009 | Eveline Oehrlich

    The 2009 IT management software (ITMS) market seems to favor smaller vendors to the detriment of larger ones, as preliminary results for the first three quarters of 2009 show that the megavendor...

  • Report It's Time For IT Management Software 2.0

    Lean Thinking Brings Forward New Management Tools
    December 8, 2009 | Jean-Pierre Garbani

    IT is still struggling with growing pains, meaning that the current economic conditions present a catalyst for change and an opportunity to mature. These conditions present a catalyst because they...

  • Report Spotlight On: The IT Management Software Megavendors

    An Overview Of The Top Four Anchor Vendors
    December 1, 2009 | Eveline Oehrlich

    The current recession and credit crunch deeply affected IT spending in the last quarter of 2008 and into 2009. Despite this bleak overall picture, Forrester forecasts 4% growth in nonapplication...

  • Report Market Overview: Workload Automation, Q3 2009

    Is BSM The Future Of Workload Automation?
    November 9, 2009 | Jean-Pierre Garbani

    Job scheduling is a necessary component of data centers. Without job scheduling, an enterprise could simply not execute long application processes that deal with massive amounts of data and are...

  • Report Catalog Of Technical Services

    November 6, 2009 | Wolfgang Benkel, Alexander Peters, Ph.D.

    The workbook defines 10 generic profiles of technical services and associates provisioning processes and activities with each of them. The activity-based descriptions enable IT executives to...