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  • For Infrastructure & Operations Professionals

    Report Service Design Is Your New Approach To Infrastructure

    Vision: The Infrastructure Transformation Playbook
    May 5, 2016 | Glenn O'Donnell

    Today's service complexity and sky-high end customer expectations mean that infrastructure and operations (I&O) teams must: 1) consolidate design across all infrastructure domains (silos) and 2)...

  • For Infrastructure & Operations Professionals

    Report TechRadar™: Continuous Deployment, Q2 2016

    Road Map: The Modern Service Delivery Playbook
    May 3, 2016 | Amy DeMartine, Robert Stroud

    Digital businesses are the new norm, and to compete in this new digital market, software applications and products must contain new sources of customer value while at the same time adopting new...

  • For Infrastructure & Operations Professionals

    Report I&O Leaders Must Reshape ITIL To Support Customer Obsession

    Don't Wait; Rethink Your ITIL Journey Now
    April 19, 2016 | Eveline Oehrlich, Robert Stroud

    Many infrastructure and operations (I&O) leaders have modeled their support organizations on ITIL frameworks and processes. ITIL has been very helpful in establishing compliance and control but has...

  • For Infrastructure & Operations Professionals

    Report Improve Skills And Staffing For A Better Employee Tech Experience

    Organization: The Workforce Enablement Playbook
    April 4, 2016 | Michele Pelino, Christian Kane

    Deploying and supporting new technologies to help their company's increasingly mobile workforce has led infrastructure and operations (I&O) leaders to revisit skills and staffing. I&O organizations...

  • For Infrastructure & Operations Professionals

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

    Processes: The I&O Transformation Playbook

    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 Can You Meet The I&O Transformation Challenge?

    Benchmarks: The I&O Transformation Playbook
    March 8, 2016 | Jean-Pierre Garbani

    We're at the beginning of a new era in digital technologies, very much like what IT went through in the mid-1990s. New technologies abound: Some will dominate the future market, and some will not....

  • For Infrastructure & Operations Professionals

    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 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 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 I&O Automation In 2016 And Beyond

    Determine The Right Level Of Automation To Succeed In The Age Of The Customer
    January 8, 2016 | Jean-Pierre Garbani

    Superior service delivery in a digitally disrupted world is one of the business imperatives to win, serve, and retain customers. But infrastructure and operations (I&O) organizations face a major...

  • For Infrastructure & Operations Professionals

    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 The Future Of Service Delivery Requires A New Management Taxonomy

    Tools And Technology: The I&O Transformation Playbook
    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 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

    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...

  • For Infrastructure & Operations Professionals

    Report ITSM Falls Short Of Your 2016 Needs

    Processes: The Workforce Enablement Playbook For 2015
    November 11, 2015 | Eveline Oehrlich, David K. Johnson

    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 Infrastructure & Operations Professionals

    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 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 Brief: Gauging The Impact Of Heuristic Automation On Service Delivery

    After percolating for several years, activity among service providers pursuing advanced automation capabilities has accelerated recently. Suppliers including Wipro and Tata Consultancy Services...

  • For Infrastructure & Operations Professionals

    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 Identify The Right Sourcing Model For Your Services

    Your Sourcing Model Is The Basis For Successful Service Provisioning
    August 7, 2015 | Wolfgang Benkel

    Leveraging a variety of sourcing models is no longer optional. You must create a cohesive plan that contains the right assortment of models based on your organization's sourcing strategy, which...

  • For Infrastructure & Operations Professionals

    Report Automate I&O To Answer Digital Disruption

    Part 1 Of The Automation Manifesto Series

    Before commercial computing became the norm in enterprises, manufacturing companies implemented industrial process control solutions based on analog and then digital computers to automate processes...

  • For Infrastructure & Operations Professionals

    Report The State And Best Practices Of Your Service Catalog Initiative

    Don't Just Build A Service Catalog — Market Your Services To Your Business
    August 5, 2015 | Elinor Klavens, Chris Gallacher

    An effective service catalog provides self-service access to the technology services that enable employees to increase productivity and achieve greater workplace satisfaction. The journey to a...

  • For Infrastructure & Operations Professionals

    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 Security & Risk Professionals

    Report Market Overview: Cloud Workload Security Management Solutions — Automate Or Die

    Security Must Scale To Large Numbers Of IaaS Workloads
    June 2, 2015 | Andras Cser

    Cloud has become a viable, if not preferred, option for a variety of technology workloads, but securing cloud workloads is no easy business. Security and risk (S&R) professionals must implement and...

  • For Infrastructure & Operations Professionals

    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 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...

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