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  • 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 Enterprise Architecture Professionals

    Report

    Report Defining The EA Service Catalog

    Processes: The EA Practice Playbook
    June 23, 2016 | 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 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 Meet The Multisourcing Challenge

    Redesign Your Service Integration And Management (SIAM) Capabilities To Deliver Innovation For Customers
    August 17, 2015 | Wolfgang Benkel, Eveline Oehrlich

    Multisourcing 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...

  • 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 Benkel

    Leveraging 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...

  • 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
    August 5, 2015 | Elinor Klavens, Chris Gallacher

    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...

  • 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...

  • 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 Oehrlich

    Forrester 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...

  • For Infrastructure & Operations Professionals

    Report

    Report Technology Management: Service Catalog Workbook

    October 9, 2014 | Chris Gallacher, Eveline Oehrlich

    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...

  • 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...

  • 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 Inquiry Spotlight: The Foundation And Future Of Service Catalog, 2013 And Beyond

    May 14, 2014 | Courtney Bartlett

    Forrester'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...

  • 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 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 Bartoletti

    As 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...

  • 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 Oehrlich

    Fife 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...

  • 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...

  • 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 Oehrlich

    The 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 —...

  • 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...

  • 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...

  • For Infrastructure & Operations Professionals

    Report

    Report Role Overview: Service Catalog Manager

    November 6, 2009 | Eveline Oehrlich

    Most 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...

  • For Infrastructure & Operations Professionals

    Report

    Report Service Catalog — Your Prerequisite For Effective IT Service Management

    Yes, They Can Help Connect You With The Business
    October 28, 2009 | Eveline Oehrlich, Glenn O'Donnell

    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...

  • For Enterprise Architecture Professionals

    Report

    Report Case Study: WestJet Creates Clarity With Its Architecture Services Catalog

    October 26, 2009 | Jeff Scott

    EA 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...

  • For Enterprise Architecture Professionals

    Report

    Report Successful EA Programs Integrate Specific Value Levers And Accelerators

    October 22, 2009 | Jeff Scott

    CIOs 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...

  • For Infrastructure & Operations Professionals

    Report

    Report Service Catalog Manager ¿ Job Profile And Description

    October 16, 2009 | Glenn O'Donnell, Eveline Oehrlich

    The service catalog manager plans, implements, configures, and maintains the catalog of available IT services.