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  • IT Process Automation

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  • 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 Modern Service Delivery 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 Enterprise Architecture Professionals

    Report

    Report Defining The EA Service Catalog

    Processes: The EA Practice Playbook
    April 14, 2017 | Alex Cullen, Gordon Barnett

    Enterprise architecture (EA) stakeholders don't always know what to expect from EA. Without a clear understanding of how EA programs address the business challenges of spurring firm growth, they...

  • 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 Brief: Don't Let Capex-Based Budgets Dampen Your Cloud Plans

    Build The Case For Your Capex-Focused Industry To Embrace Opex
    October 18, 2016 | Sophia I. Vargas, Lauren E. Nelson

    The business technology (BT) shift toward cloud and external services has begun, moving costs from capital expenditures (capex) to operating expenditures (opex). This can be a fundamental...

  • 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 Drive Infrastructure Transformation With Service Design

    Executive Overview: The Infrastructure Transformation Playbook
    July 15, 2016 | Glenn O'Donnell

    Infrastructure and operations (I&O) teams have a broader charter in the age of the customer. The infrastructure transformation playbook provides a blueprint for the service design approach that I&O...

  • For Infrastructure & Operations Professionals

    Report

    Report Brief: Dell Divests Software That Doesn't Fit Its "Quest" To Dominate The BT Agenda

    Dell Sells Its Software Group — Here's What It Means for I&O Pros
    July 8, 2016 | Glenn O'Donnell

    As Dell prepares itself to build a new company around its EMC acquisition, it's shedding nearly its entire Dell Software Group. This deal gives infrastructure and operations (I&O) professionals a...

  • For Infrastructure & Operations Professionals

    Report

    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

    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

    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

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

    Processes: The I&O Transformation Playbook
    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 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

    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 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

    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 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

    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...

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