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  • Service-Level Agreements (SLAs)

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  • 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 CIO Professionals

    Report

    Report CIOs: Boost Confidence In The Cloud With New European Standardization Guidelines

    November 19, 2014 | Enza Iannopollo

    In the fast-moving world of "connected everything," businesses are under pressure to provide real-time answers to their customer, partners, and employees. To address the challenge, European CIOs...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Best Practices: Sourcing Telecommunications Services In Asia Pacific

    January 3, 2014 | Clement Teo

    Sourcing and vendor management (SVM) professionals in Asia Pacific who are responsible for telecom and mobility (T&M) services at their organizations face three main challenges: lower than expected...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Case Study: Tagal Refreshed Its Sourcing Strategy To Regain Business Competence

    Improved ERP Performance And Better-Managed IT Infrastructure Strengthened Tagal's Leadership In The Steel Industry
    November 18, 2013 | Gene Cao

    Tagal, a joint venture of ThyssenKrupp Steel Europe and Angang Steel in China, has focused on hot-dip galvanizing for some of the world's largest automakers since 2001. Tagal needed to improve its...

  • For Security & Risk Professionals

    Report

    Report Introducing Forrester's Prioritized Patching Process (P3)

    Leverage Predictive Threat Modeling And Data Value For A Context-Based Approach To Patch Prioritization
    November 11, 2013 | Chris Sherman, John Kindervag, Rick Holland

    Criminals want access to your valuable assets, and one of their preferred methods is to exploit vulnerabilities lurking in your software and systems. Typically, these vulnerabilities have available...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Assess Your Outsourcing Maturity To Improve Your Outsourcing Relationships

    March 1, 2013 | Wolfgang Benkel

    Today, many companies see outsourcing as a strategic function and seek help from IT services providers to build and operate their IT environment. Yet the result of the outsourcing trend is the...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Identify The Right Responsibilities For Your Outsourcing Relationship

    When It Comes To Process Responsibilities, The Devil Is In The Details
    August 21, 2012 | Wolfgang Benkel

    At Forrester, we see a lot of focus on the standardization of application and infrastructure service outsourcing agreements, particularly related to service-level agreements (SLAs), contract terms...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Addressing Key Obstacles In Setting Cloud Deals

    Avoid Frustration By Changing Your Expectations For Cloud Providers
    July 13, 2012 | Bill Martorelli

    Forrester clients are often anxious to access the rapid provisioning and flexibility promised by providers of cloud technologies, but they too often languish in lengthy legal- and...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Align IT Services Metrics With Relationship Goals

    May 9, 2012 | Bill Martorelli

    There are almost as many ways to measure service providers as there are service providers themselves. But more is not necessarily better when measuring service partners — as the more that you...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Tiers Are Not Enough

    One Software Supplier Classification System Is Insufficient To Drive Both Sourcing Strategy And Operational Monitoring
    March 27, 2012 | Duncan Jones

    Inadequate tiering of your software suppliers can cause you many problems: It can make it harder to know where to focus your vendor management resources and difficult to differentiate between...

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