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  • IT Service Management (ITSM)

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  • For Infrastructure & Operations Professionals

    Report

    Report Cloud, DevOps, And Digital Will Overtake The CMDB, But Not Its Reasons For Existence

    Planning, Reporting, Accounting, And Coordinating Require An Information Strategy
    December 5, 2017 | Charles Betz, Chris Gardner

    Digital transformation, the cloud, and DevOps have many organizations questioning the future of capabilities such as asset and configuration management. But fundamental objectives — planning,...

  • For Infrastructure & Operations Professionals

    Report

    Report The New Micro Focus Must Deliver In Three Areas

    What HPE Software's Spin-Merge Into Micro Focus Means For I&O Leaders
    September 1, 2017 | Eveline Oehrlich

    As of September 1, 2017, Hewlett Packard Enterprise (HPE) completed the spin-merge of a significant portion of its software assets with Micro Focus to create the world's seventh-largest software...

  • For Infrastructure & Operations Professionals

    Report

    Report ESM: Elevate Service Value Beyond The Technology Organization

    Enable Your Digital Business With This New Enterprise Platform
    August 2, 2017 | Charles Betz

    Enterprise service management (ESM) has become a leading trend in the crowded IT service management (ITSM) market. By expanding service thinking and the service app store as well as speeding up...

  • For Infrastructure & Operations Professionals

    Report

    Report Comprehensive Services Integration Needs More Than Just Conventional SIAM

    Cloud-Based Service Delivery Demands A Broader Approach
    June 6, 2017 | Bill Martorelli, Robert Stroud

    Service integration and management (SIAM) emerged from its roots in the ITIL community as an adjunct to large-scale infrastructure outsourcing. While SIAM is an adequate — if cumbersome — approach...

  • For Infrastructure & Operations Professionals

    Report

    Report Change Management: Let's Get Back To Basics

    Continuous Improvement: The Continuous Deployment Playbook
    May 25, 2017 | Charles Betz

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

  • For Infrastructure & Operations Professionals

    Report

    Report Build A Fitter ITSM Practice

    Processes: The Workforce Enablement Playbook
    November 3, 2016 | David K. Johnson, Elinor Klavens

    Organizations everywhere have begun digital business transformations to stimulate long-term growth. But many are ignoring their most precious assets — the people who sustain and improve the...

  • For CIO Professionals

    Report

    Report Vendor Landscape: Technology Business Management Solutions

    Customer-Obsessed Firms Must Manage Tech-Based Customer Value
    October 31, 2016 | Eveline Oehrlich, Sophia I. Vargas

    CIOs and their leadership teams can no longer leave the analysis, management, and optimization of technology management costs to spreadsheets and uncoordinated processes. Those who want a seat at...

  • For Infrastructure & Operations Professionals

    Report

    Report Predictive Analytics Can Liberate I&O Pros From The Tyranny Of Firefighting

    I&O Transitions From Reactive Mode To Customer Obsession
    July 27, 2016 | Milan Hanson, Mike Gualtieri

    The business expects infrastructure and operations (I&O) pros to be emergency responders. When customer and business applications are not performing — or not working at all — it affects the entire...

  • For Infrastructure & Operations Professionals

    Report

    Report Use The Service App Store To Enable Customer Obsession In I&O

    July 21, 2016 | Bill Martorelli, Elinor Klavens

    Emerging from consumer app store models, the service app store concept is now becoming an alternative for infrastructure and operations (I&O) professionals because business technology (BT) users...

  • For Infrastructure & Operations Professionals

    Report

    Report By 2025, I&O Processes Become Business Services Orchestration

    Service Management And Automation Processes Will Evolve Dramatically
    March 17, 2016 | Jean-Pierre Garbani, Wolfgang Benkel

    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....

  • For Infrastructure & Operations Professionals

    Report

    Report Vendor Landscape: ITSM SaaS Solutions

    I&O Pros Can Narrow A Crowded Field By Answering Five Key Questions
    February 19, 2016 | Eveline Oehrlich, Elinor Klavens

    Most infrastructure and operations (I&O) organizations have already adopted IT service management (ITSM) tools in some form, with many aggressively expanding their use cases. These solutions still...

  • For Infrastructure & Operations Professionals

    Report

    Report Brief: Ignite Your Workforce Experience With Your Service Desk

    How To Measure Your Workforce Experience In The Future

    Ensuring a positive service desk experience means minimizing the effort that your workforce expends to get help. Don't make employees jump through hoops to reach you because you're too focused on...

  • For Infrastructure & Operations Professionals

    Report

    Report Brief: How Large Service Management Vendors Can Stay Relevant

    Digital Disruption Is Changing The Service Management Software Landscape
    January 19, 2016 | Jean-Pierre Garbani

    The service management software market is based on four archetypes: megavendors, with portfolios that cover the whole management market; challengers, who work to build complete solution portfolios;...

  • For Infrastructure & Operations Professionals

    Report

    Report Case Study: Land O'Lakes Optimized Event Automation To Solve Business-Critical Issues

    Reducing The Noise Of Noncritical Events Revealed Which Problems To Address
    December 17, 2015 | Milan Hanson

    Looking beyond operational events to business health and service availability is important in the age of the customer. Land O'Lakes faced this challenge: The I&O team needed to shift its event...

  • For Infrastructure & Operations Professionals

    Report

    Report The Future Of Service Delivery Requires A New Management Taxonomy

    December 10, 2015 | Jean-Pierre Garbani

    Management software vendors tend to provide products that only resolve targeted parts of business service management. Efficient technology management organizations look for complete solutions that...

  • For Infrastructure & Operations Professionals

    Report

    Report Your Service Management Office Defined

    Establish A Service Management Office To Orchestrate, Govern, And Manage IT And BT Services For Business Value
    October 5, 2015 | Eveline Oehrlich

    To support the business in its quest to win, serve, and retain customers, infrastructure and operations (I&O) pros must focus on innovation, speed, and responsiveness. They must orchestrate,...

  • For Infrastructure & Operations Professionals

    Report

    Report Five Key Initiatives To Wow Your Workforce With Your Service Desk

    Extend Your Service Desk Automation Now
    September 18, 2015 | Elinor Klavens, Eveline Oehrlich

    Each interaction between your employees and your service desk affects the reputation of the entire infrastructure and operations (I&O) team. To delight (or, as we like to say, wow) members of your...

  • For Infrastructure & Operations Professionals

    Report

    Report Meet The Multisourcing Challenge

    Redesign Your Service Integration And Management (SIAM) Capabilities To Deliver Innovation For Customers
    August 17, 2015 | Wolfgang Benkel, Eveline Oehrlich

    Multisourcing is a reality, but most firms still struggle with service integration and management (SIAM) in multisourced environments. Infrastructure and operations (I&O) teams and their partners...

  • For Infrastructure & Operations Professionals

    Report

    Report The All-Digital Era Requires An Application Ecosystem

    Part 1 Of The New Service Management Taxonomy Series
    June 26, 2015 | Jean-Pierre Garbani

    For the past 10 years, infrastructure and operations (I&O) pros have considered the configuration management database (CMDB) and configuration management system (CMS) to be the linchpins of service...

  • For Infrastructure & Operations Professionals

    Report

    Report Nationwide Building Society Uses Cost Transparency To Achieve Customer Obsession

    Case Study: How CIO Debra Bailey Transformed Her TM Organization From Service Provider To Business Partner
    March 12, 2015 | Eveline Oehrlich

    Nationwide Building Society's excellent customer service has enabled it to challenge far bigger UK banks for consumers' business. But it isn't sitting still: Nationwide is thriving in the age of...

  • For CIO Professionals

    Report

    Report Market Overview: Service App Stores

    A New Product Category Emerges
    December 5, 2014 | Stefan Ried, Ph.D.

    As part of their business technology (BT) agenda, CIOs will have to ensure a coherent, end-to-end self-service experience across all types of users, assets, and deployment targets. We recently...

  • For CIO Professionals

    Report

    Report The Chinese CIO's Agenda For 2015: 10 Initiatives That Can Build Your Digital Business

    Digital Disruption Will Drive The BT Agenda At Chinese Enterprises
    December 4, 2014 | Bryan Wang, Charlie Dai

    The Chinese market is undergoing significant change. Cloud-enabled digital technologies such as big data, enterprise mobility, and social platforms are spurring the creation of new business models...

  • For CIO Professionals

    Report

    Report Predictions 2015: CIOs Accelerate The Business Technology Agenda

    November 10, 2014 | Pascal Matzke, Bobby Cameron, Nigel Fenwick

    In 2015, digital disruption will change the nature of competition, forcing firms to obsess about creating superior digital experiences across the entire customer life cycle. Many CIOs have the...

  • For Infrastructure & Operations Professionals

    Report

    Report Brief: The Modern Service Catalog Supports Service Brokering

    The Evolution Of The Service Catalog From A Static List To An Interconnected Ecosystem
    October 28, 2014 | Eveline Oehrlich

    Forrester interviewed 16 service catalog and cloud management platform vendors to get a read on the service catalog landscape, and the most common term they used to describe the developments of the...

  • For Infrastructure & Operations Professionals

    Report

    Report Quick Take: BMC Software — A New Company With A Well-Known Name

    Will The New Executives, New Branding, And Diligent Focus On Customer Experience Be Enough To Retain And Win Customers?
    October 21, 2014 | Eveline Oehrlich, John Rakowski, Amy DeMartine

    Last week, BMC Software held its global users' conference, BMC Engage. The event attracted over 800 BMC customers, 157 implementation and technology partners, 42 showcase booths, and 20 industry...

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