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Enterprise Service Management Drives Engagement

Charles Betz August 2, 2017
Enterprises deliver services poorly, especially to themselves. From onboarding employees to approving contracts, when you need someone else’s help, the results are often dismal. “Send an email to our shared Inbox so we can ignore it” is too often the default. This won’t work in the Age of the Customer. Your employees are full participants in […]
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Traditional I&O Is Dead – The DevOps Phoenix Rises

Eveline Oehrlich March 9, 2017
If you already belong to a high-performing DevOps organization and you are working on leveraging opensource for monitoring to drive feedback loops, or delivering better security with DevSecOps, or making sure you are understanding continuous testing then you don’t need to read the following – you can stop now. However, if you are facing the challenges that […]
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Revolutionize Your IT Service Management Journey: Focus On Your Customers!

Forrester March 18, 2014
The update to the Benchmarks report for Forrester’s Service Management & Automation (SMA) playbook is now live and with its publication marks a change in how we at Forrester – and you – should look at SMA.   Past efforts in IT service management have brought some changes, but as our survey done in conjunction […]
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Death To CMDB! Long Live The Dream!

Glenn O'Donnell December 22, 2013
I’m sitting on my sofa at home (Yes! Home!) on Sunday morning just before Christmas. I’m “shut down” for the holidays now, but of course, I’m watching Twitter and now listening to my brilliant friends Chris Dancy and Troy DuMoulin discussing CMDB (configuration management database) on the Practitioner Radio podcast. It’s a marvelous episode, covering […]
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Your Input Required – Service Engineering Role!!

Eveline Oehrlich November 20, 2013
Engaging All Service Engineering Folks: Help Forrester Define “Service Engineering” As A New Role Within Infrastructure & Operations (Or Beyond)! A variety of technology trends such as mobility and clouds are empowering consumers and connects employees who all are interacting and collaborating through apps and devices which are changing the way business is conducted. In […]
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itSMF FUSION 13 – GRADUATION AND REVOLUTION

Forrester November 1, 2013
Last week, Forrester’s Service Management and Automation team attended FUSION 13, an annual conference jointly hosted by itSMF USA  and HDI, in Nashville, Tennessee.  FUSION is a key conference for IT Service Management professionals – for three days ITSM pros are immersed in a content rich environment where they're encouraged to share knowledge and learn […]
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Does ITSM Still Have Relevance In The Empowered BT Era?

Tim Sheedy July 11, 2013
In August this year I am heading down to our nation’s capital to take part in the annual itSMF Australia event – LEADit. I have taken part in this event to a greater or lesser extent over the past few years across Australia – Sydney, Perth, the Gold Coast and now Canberra. As an analyst […]
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Practical ITSM Advice: Defining Availability For An IT Service

Steven Mann May 6, 2013
As a follow up to his presentation at the 2013 itSMF Norway conference, Stuart Rance of HP has kindly donated some practical advice for those struggling with availability. Many IT organizations define availability for IT services using a percentage (e.g. 99.999% or “five 9s”) without any clear understanding of what the number means, or how […]
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Squeezing The Value Out Of ITIL, Or Any Other IT, Training

Forrester May 3, 2013
I promised a second blog based on the English-language presentations at the itSMF Norway annual conference but then I had a better idea … rather than just giving you the something akin to Twitter highlights I decided to be cheeky and ask a couple of the presenters to write blogs based on their presentations. Smart […]
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The Capita ITIL JV Wasn’t “Big News,” So What IS Important To Real-World IT Service Delivery?

Forrester April 30, 2013
I guess I should have expected this (but alas I didn’t) – the Capita ITIL, the IT service management best practice framework, joint venture with the UK government wasn’t big news. If anything, the story made ripples rather than waves; and from a UK government “finances” rather than IT service management (ITSM) best practice perspective. […]
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So Capita Gets ITIL But Will People Finally “Get” ITIL?

Forrester April 26, 2013
It’s not often that I get to write about breaking news in the IT service management (ITSM) world but this definitely is it (I think the last time was this). Well I say “breaking news,” many of us were talking about the rumor of Capita winning the “ITIL auction” on Wednesday evening while together at […]
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IT Service Management Benchmarks – For You By You

Forrester April 17, 2013
In a previous blog post, SysAid – a provider of IT management solutions – was kind enough to share some metrics/performance snapshots collected from its customers. As a quick recap, SysAid captures service desk benchmarking information through its customers’ use of its software (on an opt-in basis of course) for the benefit of all. At […]
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ITSM Goodness: How To Up Your IT Service Management Game In 7 Steps

Forrester April 2, 2013
This blog has been contributed by Barclay Rae, an independent management consultant, and is the first of a new series of blogs written by IT service management (ITSM) thought leaders. Please read in Barclay's Scottish brogue … ITSMers often need help Much of the demand for knowledge and support that I see in my regular […]
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ITSM And The itSMF In Norway – Different In So Many Ways?

Forrester March 20, 2013
I’d not been to Norway for 32 years (I’m now embarrassed to say), so I really didn’t know what to expect as I travelled to the annual itSMF Norway conference in Oslo last week. I certainly didn’t expect the high price of just about everything; and I wondered if I would get a true picture […]
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12 Tips For Moving From An On-Premises To SaaS ITSM Tool (From A Customer)

Forrester March 7, 2013
Forrester recently published “IT Service Management (ITSM) Case Study: Making The Transition From On Premises To SaaS With BMC” which is available to clients here. For non-clients (or hopefully “future clients”) I thought I’d create a blog on the good practices distilled from the discussion with the BMC client. The situation … does it sound […]
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Use Boeing As A Metaphor For Service Excellence

Glenn O'Donnell February 8, 2013
Given the recent news about Boeing's 787 Dreamliner, my title may surprise you. Please read on. As I write this, I am in seat 1A of United flight 1607 from Philly to Houston. playing on the screen in front of me is CNBC. I make no secret of my disdain for much of the so […]
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Automation: Is It The Only Way For IT To Really “Do More With Less”?

Forrester February 5, 2013
The changing business and IT landscapes bring increased demand for IT (or IT services) AND increasing complexity. The slide below (a tweaked version of a genuine Glenn O’Donnell original) paints a picture of increasing complexity and an impending capability gulf; if it isn’t already here. So can IT organizations cope by increasing their manual ability, […]
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“We Do A Great Job In IT, Our Metrics Dashboard Is A Sea Of Green.” Really?

Forrester February 1, 2013
A Forrester-client inquiry call last night and the creation of some slides for a webinar with Axios really got me thinking about how we measure our success in IT. It just seemed so easy to take the IT version of success (and the associated measures) and create a snide customer retort. It’s a little tongue-in-cheek […]
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Is Your IT Service Desk Customer Experience Up To Scratch?

Forrester January 31, 2013
My most popular blog of 2012 wasn’t written by me … but I guess you might have expected this if you’ve already read a few. That blog's author, an end-user (or is that a customer of an internal IT organization), now returns to look at the IT service desk through a customer and customer experience […]
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IT Service Management In 2013 – How Far Have We Come Since 2009?

Forrester January 3, 2013
While attempting to clear my desk before the Christmas break I stumbled upon a bright-pink USB memory stick that contained the collected presentations from the 2009 itSMF UK annual conference. Having satisfied my curiosity as to the size of the memory stick (I’d forgotten that USB sticks were ever that small), I then wondered: What […]
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