Forrester_IT_Ops_Next_5_Years IT职业经理人的五年规划（全英）

October 11, 2006
IT Operations And Systems
Management: The Next Five Years
by Jean-Pierre Garbani TRENDSOctober 11, 2006
IT Operations And Systems
Management: The Next Five Years
by Jean-Pierre Garbani TRENDS
Helping Business Thrive On Technology Change


TRENDS

October 11, 2006

IT Operations And Systems Management: The Next
Five Years

by Jean-Pierre Garbani

with Simon Yates and Christine E. Atwood

EXECUTIVE SUMMARY

The IT operations role has moved from backstage to center stage in many enterprises. A major reason
for this is the importance of IT service delivery in a business world that is now entirely dependent on
all facets of technology. Another reason is the realization that IT operation costs are growing in sync
with technology implementation. Years of improvement in application development and infrastructure
technologies have created a steady flow of business applications. This has created a major delivery
bottleneck, because the operability and manageability of infrastructure components has not made any
significant progress for the past 15 years. Because of the attention it receives, we now see IT operations
moving fast in the direction of improved management processes with ITIL and advanced management
technologies with BSM and the CMDB. The first step in the evolution has been to move from a
technology orientation to a service orientation in IT operations. The next step is to introduce more
automation and reach a point where IT operation management processes drive management solutions
that function as support for processes, not technologies.