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The CRM Playbook For 2017

Transform Customer Processes And Systems To Improve Experiences

The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and...

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  • For Infrastructure & Operations Professionals

    Report

    Report Atlassian Innovates Crisis Response With ChatOps

    An Automation And Human Collaboration Success Story
    August 8, 2017 | Dave Bartoletti, Elinor Klavens

    Technology outages are a fact of life, and no company can prevent them completely. Although most companies plan for failure, they typically focus on fast technology recovery only. Customer-obsessed...

  • 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 Security & Risk Professionals

    Report

    Report Develop Identity And Access Management Metrics That Matter To The Business

    Performance Management: The Identity And Access Management Playbook
    July 7, 2017 | Andras Cser, Merritt Maxim

    Most security and risk (S&R) professionals struggle to ensure that identity and access management (IAM) remains a top business technology priority. S&R pros who succeed at nurturing their internal...

  • For Infrastructure & Operations Professionals

    Report

    Report Be Aware Of These Sourcing Trends For Managed Services And Cloud

    Road Map: The Cloud Computing Playbook
    April 19, 2017 | Bill Martorelli

    As the nature of sourcing demand and delivery continues to evolve, infrastructure and operations (I&O) professionals will witness the impact of service delivery automation, which has been...

  • 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 Infrastructure & Operations Professionals

    Report

    Report Gear Up For Next-Generation Service Support: Millennials Are The New Frontier

    Prepare Your Service Desk For The Demands Of This New Workforce
    May 2, 2016 | Elinor Klavens, Christian Kane

    Millennials are becoming the largest demographic group in your workforce. Their experience with digital technology shapes their expectations of and behavior in the workplace. I&O professionals must...

  • 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 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 Brief: Choose The Right Service Desk Sourcing Strategy

    Select From One Of Four Profiles To Make Your Decision
    May 15, 2015 | Wolfgang Benkel, Eveline Oehrlich

    The service desk is a key point of interaction between the technology management team and the business workforce that uses the technology and tech services. It is an important source of data about...

  • For Infrastructure & Operations Professionals

    Report

    Report Case Study: Jason's Deli Delivers Delicious Customer Service And Experience

    Visibility And Interconnectivity Yield A Responsive Service Ecosystem And Curious Workforce
    July 17, 2014 | Courtney Bartlett

    It's difficult to make a good sandwich if you don't understand your customer's order or you can't find the ingredients you need. Similarly, it's difficult to deliver a service smoothly if you don't...

  • For Infrastructure & Operations Professionals

    Report

    Report Key ITSM SaaS Solution Capabilities

    June 4, 2014 | Eveline Oehrlich

    This workbook supports the "Market Overview: IT Service Management SaaS Tools Update 2014" Forrester report and describes each vendor's ITSM SaaS capabilities in detail.

  • For Infrastructure & Operations Professionals

    Report

    Report Market Overview: IT Service Management SaaS Tools Update, 2014

    Growing Vendors Offer Alternatives, Established Vendors Ride The SaaS Momentum

    IT service management (ITSM) software-as-a-service (SaaS) solutions have been widely adopted by IT infrastructure and operations (I&O) organizations around the globe to help deliver technology...

  • For Infrastructure & Operations Professionals

    Report

    Report Find The Sweet Spot For Your Bring-Your-Own-Device Program

    April 9, 2014 | Michele Pelino

    Infrastructure and operations (I&O) leaders have the opportunity to offload costs and responsibility while increasing productivity by launching formal bring-your-own-device (BYOD) programs that...

  • For Infrastructure & Operations Professionals

    Report

    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)...

  • For Infrastructure & Operations Professionals

    Report

    Report Setting The IT Service Desk On Fire

    Learn How To Dramatically Increase Customer Experience From Others
    February 13, 2014 | Amy DeMartine

    For many organizations, customer experience surveys of the IT service desk are already in place. However, if customer experience scores are at unacceptable levels, knowing what and how to change...

  • For Infrastructure & Operations Professionals

    Report

    Report This Isn't Your Grandfather's Service Desk

    How To Transform Your Service Desk To A Customer-Experience-Focused Organization
    November 15, 2013 | Amy DeMartine

    While the service desk remains the primary point of contact for business customers with issues, questions, and challenges related to their hardware and software, the traditional metrics focus on...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Prepare For The Evolution Of Workplace Services Pricing Models

    As The Market Standardizes Core Offerings, Sourcing Professionals Need To Understand Tradeoffs
    August 9, 2013 | Wolfgang Benkel

    Service desk and workplace services have evolved over the past few years from a strong end user, on-site model to a more automated, remotely managed delivery model. With standardization and...

  • For Sourcing & Vendor Management Professionals

    Report

    Report The Forrester Wave™: EMEA Workplace Services, Q2 2013

    Providers Driving Workplace Services In EMEA
    May 14, 2013 | Wolfgang Benkel, Bill Martorelli

    Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Demand Innovation From Your Workplace Services Supplier

    Invest In Innovation Governance To Overcome Suppliers' Hesitancy
    May 2, 2013 | Bill Martorelli

    Forrester interviewed 40 customer references across 14 suppliers as part of the 2013 Forrester Wave™ evaluations of workplace services providers. Customers had nearly uniform praise for the...

  • For Sourcing & Vendor Management Professionals

    Report

    Report The Forrester Wave™: North American Workplace Services, Q2 2013

    Evaluating Leading Providers Amidst A Category Redefinition
    April 30, 2013 | Bill Martorelli, Wolfgang Benkel

    Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

  • For Sourcing & Vendor Management Professionals

    Report

    Report The Forrester Wave™: Global Workplace Services, Q1 2013

    Evaluating Leading Providers Amidst A Category Redefinition
    March 25, 2013 | Bill Martorelli, Wolfgang Benkel

    Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

  • For Infrastructure & Operations Professionals

    Report

    Report The State And Direction Of IT Service Management: 2012 To 2013

    March 18, 2013 | Glenn O'Donnell

    Forrester Research, in conjunction with itSMF-USA, conducted its second annual survey to understand the state of IT service management (ITSM) in 2012 and its direction in 2013 — a critical practice...

  • For Infrastructure & Operations Professionals

    Report

    Report IT Service Management Case Study: Making The Transition From On Premises To SaaS With BMC

    Good Practices When Migrating To An SaaS-Delivered ITSM Solution
    March 6, 2013 | Stephen Mann

    How do you successfully move IT service management (ITSM) tool enablement from an on-premises model to a software-as-a-service (SaaS) model? A North American brand communications agency found...

  • For B2B Marketing Professionals

    Report

    Report Buyer Role Profile: Service Desk

    February 15, 2013 | Norbert Kriebel, Scott Santucci

    This report is designed to give sales enablement professionals an introduction to the service desk role as well as an overview of the general concerns facing people in this position. The...

  • For CIO Professionals

    Report

    Report Measure The Effectiveness Of The Strategic Planning Process

    June 29, 2012 | Chip Gliedman

    The ultimate judges of any strategic planning process are the business technology (BT) users who need to produce business benefits with the technology. The goals, desires, and needs of this group...