Search Results

• 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 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

  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

  January 27, 2016 | Eveline Oehrlich, Maxie Schmidt-Subramanian

  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...