Search Results
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For Enterprise Architecture Professionals
Report
Report Defining The EA Service Catalog
Processes: The EA Practice Playbook
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...
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For Infrastructure & Operations Professionals
Report
Report Use The Service App Store To Enable Customer Obsession In I&O
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...
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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 DeMartineIn 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...
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For Infrastructure & Operations Professionals
Report
Report Meet The Multisourcing Challenge
Redesign Your Service Integration And Management (SIAM) Capabilities To Deliver Innovation For Customers
August 17, 2015 | Wolfgang Benkel, Eveline OehrlichMultisourcing 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...
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For Infrastructure & Operations Professionals
Report
Report Identify The Right Sourcing Model For Your Services
Your Sourcing Model Is The Basis For Successful Service Provisioning
August 7, 2015 | Wolfgang BenkelLeveraging 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...
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For Infrastructure & Operations Professionals
Report
Report The State And Best Practices Of Your Service Catalog Initiative
Don't Just Build A Service Catalog — Market Your Services To Your Business
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...
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For CIO Professionals
Report
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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For Infrastructure & Operations Professionals
Report
Report Brief: The Modern Service Catalog Supports Service Brokering
The Evolution Of The Service Catalog From A Static List To An Interconnected Ecosystem
October 28, 2014 | Eveline OehrlichForrester interviewed 16 service catalog and cloud management platform vendors to get a read on the service catalog landscape, and the most common term they used to describe the developments of the...
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For Infrastructure & Operations Professionals
Report
Report Technology Management: Service Catalog Workbook
This service catalog includes a variety of generic service families and the definitions of the service activities associated with them. IT executives should use these sample families as a starting...
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For CIO Professionals
Report
Report Service App Stores Will Reshape Corporate Tech Management
Empowered Employees And The Need For Cost Transparency Will Drive Service App Stores
July 24, 2014 | Stefan Ried, Ph.D.App stores are the embodiment of public cloud services ranging from consumerized mobile apps to software- and infrastructure-as-a-service in the enterprise context. But, private clouds and software...
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For Infrastructure & Operations Professionals
Report
Report Key ITSM SaaS Solution Capabilities
June 4, 2014 | Eveline OehrlichThis workbook supports the "Market Overview: IT Service Management SaaS Tools Update 2014" Forrester report and describes each vendor's ITSM SaaS capabilities in detail.
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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...
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For Infrastructure & Operations Professionals
Report
Report Inquiry Spotlight: The Foundation And Future Of Service Catalog, 2013 And Beyond
May 14, 2014 | Courtney BartlettForrester's infrastructure and operations (I&O) team fields hundreds of inquiries every quarter; it's through these engagements we track our clients' challenges, interests, and evolution across our...
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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)...
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For CIO Professionals
Report
Report Predictions For 2014: Cloud Computing
Cloud Formally Joins The IT Portfolio — Whether IT Likes It Or Not
December 4, 2013 | James Staten, Dave BartolettiAs we head into 2014, cloud computing is no longer a "future" but a "now." Investments are up, enterprise use is widespread, and the hybrid cloud model has arrived. While the bulk of cloud...
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For Infrastructure & Operations Professionals
Report
Report Service Catalog Case Study: Fife Council's Journey To Customer Service Excellence
Service Catalog As A Strategic Control Point For Business, Government, And Community
July 9, 2013 | Courtney Bartlett, Eveline OehrlichFife Council is a unitary authority with an IT department responsible for providing services and support to both its business and the community of Fife, Scotland, totaling over 385,000 people. This...
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For Infrastructure & Operations Professionals
Report
Report The State And Direction Of IT Service Management: 2012 To 2013
March 18, 2013 | Glenn O'DonnellForrester 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...
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For Infrastructure & Operations Professionals
Report
Report Five Steps To Transform Your IT Service Management Strategy Today
How To Get Customer-Obsessed, Service-Focused, And Automated
August 29, 2012 | Eveline OehrlichThe future of IT service management (ITSM) is customer-obsessed, service-focused, and automated. But the recent additions to the most widely adopted ITSM framework — ITIL 2011 edition —...
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For CIO Professionals
Report
Report Catalog Of Technical Services
November 6, 2009 | Wolfgang Benkel, Alexander Peters, Ph.D.The workbook defines 10 generic profiles of technical services and associates provisioning processes and activities with each of them. The activity-based descriptions enable IT executives to...
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For CIO Professionals
Report
Report A Catalog Of Technical Services Improves The Manageability Of The BT Service Portfolio
November 6, 2009 | Alexander Peters, Ph.D.Business technology (BT) changes IT's roles within the enterprise, forcing IT leaders to deploy business service processes and technology demand management. CIOs are embarking on the IT-to-BT...
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For Infrastructure & Operations Professionals
Report
Report Role Overview: Service Catalog Manager
November 6, 2009 | Eveline OehrlichMost IT organizations "get" the service management concept and many have implemented and improved their processes, and the interrelationships of these processes, to support and service the...
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For Infrastructure & Operations Professionals
Report
Report Service Catalog — Your Prerequisite For Effective IT Service Management
Yes, They Can Help Connect You With The Business
The vision and purpose of effective IT service management is to efficiently develop, operate, and deliver services with value and alignment to the business. To do this, IT must transform itself...
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For Enterprise Architecture Professionals
Report
Report Case Study: WestJet Creates Clarity With Its Architecture Services Catalog
October 26, 2009 | Jeff ScottEA organizations struggle to define what they do in terms the organization both understands and appreciates. The root cause for this struggle is often that the EA team itself is not clear about...
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For Enterprise Architecture Professionals
Report
Report Successful EA Programs Integrate Specific Value Levers And Accelerators
October 22, 2009 | Jeff ScottCIOs intuitively understand the value of a well-architected environment but are less certain of how (or if) their enterprise architecture (EA) teams deliver that value. This disparity generates a...
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For Infrastructure & Operations Professionals
Report
Report Service Catalog Manager ¿ Job Profile And Description
The service catalog manager plans, implements, configures, and maintains the catalog of available IT services.
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