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What's Your IT Service Management Strategy (If You Actually Have One)?

Unfortunately I don’t often hear “strategy” and “IT service management (ITSM)” in the same sentence, unless of course someone is maligning the ITIL 2011 Service Strategy book or if an organization is justifying a significant investment in a new ITSM tool (to me this is too often the breeding ground for failed aspirations). Alternatively we often talk about (and are consumed by) tactical ITSM issues and our tactical responses. So where and what is your ITSM strategy? And where is your ITSM strategic plan?

August 20, 2012 by Forrester Research

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Prepare Your People For The Future Of IT Service Delivery

The same forces that are eroding some jobs will fuel new ones. Taking a page from Forrester's Service Management and Automation Playbook, Stephen Mann outlines what the hottest infrastructure and operations (I&O) jobs of the next five years will be.

August 13, 2012 by Stephen Mann

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