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  • IT Service Management (ITSM)

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  • Report Now Tech: Enterprise Service Management, Q3 2019

    Forrester's Overview Of 24 ESM Providers
    August 19, 2019 | Charles Betz, Will McKeon-White

    Enterprise service management (ESM) offerings help enhance enterprise service delivery, support core IT service management (ITSM) processes, and speed overall service delivery. But to realize these...

  • Report Defining The EA Service Catalog

    Processes: The EA Practice Playbook
    December 26, 2018 | Gordon Barnett

    Enterprise architecture (EA) stakeholders determine the value of EA. If stakeholders do not find EA services effective and easy to use or understand — or if they do not enjoy consuming them — they...

  • Report Change Management: Let's Get Back To Basics

    Continuous Improvement: The Continuous Deployment Playbook
    October 18, 2018 | Charles Betz

    Infrastructure and operations (I&O) professionals are questioning the relationship between traditional change management and new practices such as Agile and DevOps. The change management process...

  • Report The Forrester Wave™: Enterprise Service Management, Q3 2018

    The 12 Providers That Matter Most And How They Stack Up
    August 23, 2018 | Charles Betz, Will McKeon-White

    In our 28-criteria evaluation of enterprise service management (ESM) providers, we identified the 12 most significant ones — Atlassian, Axios, BMC Software, CA Technologies, Cherwell Software,...

  • Report Now Tech: Enterprise Service Management Providers, Q3 2018

    Forrester's Overview Of 22 ESM Providers
    July 6, 2018 | Charles Betz

    Enterprise service management (ESM) offerings provide user access to enterprise business and IT services, enable creation of new solution and support workflows, and improve visibility into overall...

  • Report CIOs: Use CX Principles To Improve Your IT Brand

    Improved EX Will Give IT The Business Support It Needs To Excel
    March 9, 2018 | Matthew Guarini, Nate Meneer

    IT teams are always looking for ways to improve. Traditional efforts like service management and process design can help improve the way IT delivers services, but these initiatives alone are not...

  • Report The Changing Landscape Of IT Incident And Crisis Management

    Safety-Critical Practices And Collaborative Platforms Are The New Normal
    February 16, 2018 | Charles Betz

    Digital services are ever more critical to human well-being. Customers, as well as other stakeholders, are increasing the pressure on providers to respond quickly and effectively to operational...

  • Report Now Tech: Continuous Resolution, Q1 2018

    Forrester's Overview Of 17 Continuous Resolution Providers
    February 16, 2018 | Charles Betz

    You can use continuous resolution providers like ServiceNow and xMatters to preserve enterprise value, improve the availability of digital services, and handle operational disruptions consistently....

  • Report Shift To Enterprise Service Management To Improve The Employee Experience

    Processes: The Employee Experience Playbook
    February 12, 2018 | David K. Johnson, Charles Betz

    While new technologies emerge every day, employees can't do their best work because they can't find the services they need, and when they do, bureaucracy causes unacceptable delays. Infrastructure...

  • Report Cloud, DevOps, And Digital Will Overtake The CMDB, But Not Its Reasons For Existence

    Planning, Reporting, Accounting, And Coordinating Require An Information Strategy
    December 5, 2017 | Charles Betz, Chris Gardner

    Digital transformation, the cloud, and DevOps have many organizations questioning the future of capabilities such as asset and configuration management. But fundamental objectives — planning,...

  • Webinar Enterprise Service Management: The New System Of Engagement

    October 4, 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...

  • Report The New Micro Focus Must Deliver In Three Areas

    What HPE Software's Spin-Merge Into Micro Focus Means For I&O Leaders
    September 1, 2017 | Eveline Oehrlich

    As of September 1, 2017, Hewlett Packard Enterprise (HPE) completed the spin-merge of a significant portion of its software assets with Micro Focus to create the world's seventh-largest software...