Forrester's Infrastructure & Operations Forum 2011

Is your infrastructure and operations (I&O) organization ready to support customer growth? It had better be: In 2011, the top business priority for executive leadership is revenue growth through customer acquisition and retention. While profitability is important, your organization is placing more emphasis on IT’s ability to be a source of differentiation, productivity, and competitiveness. To live up to these expectations, I&O leaders are “rebooting” their people, process, and technology. Cloud accelerates speed-to-market; new client devices make “empowered” employees and customers more productive; and industrialized operations increase quality.

This year’s I&O Forum will apply these “rebooting” principles to focus on transforming your I&O organization to become more customer-centric. Specifically, the Forum will help I&O Professionals answer questions such as:

• How can I&O teams assess customer satisfaction with I&O services? What can I&O teams do to improve customer-centric maturity?
• What I&O technologies do I need to embrace to improve customer service and experience? What is the role of the I&O team in adopting and supporting these technologies?
• What staff skills and structures make up the customer-centric I&O organization? What processes need to be in place to support this organization and its technology?