6 years, 27 days ago

New year, new role: On to DevOps!

I am now Forrester’s global DevOps lead serving Infrastructure and Operations (I&O) professionals! I’ve been with Forrester for almost a year now, and it’s been a great experience. Last year, I updated our coverage of core IT service manageme…

6 years, 6 months ago

Configuration Management and the CMDB: An Updated Take

I get a lot of inquiries from I&O pros on configuration management. It’s a broad topic. Tools such as Chef and Puppet solve configuration management problems: what is the intended state of a given resource? There’s general agreement that this form of configuration management is essential. However, my inquiries also cover the Configuration Management Database […]

6 years, 7 months ago

Enterprise Service Management Drives Engagement

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 […]

6 years, 7 months ago

Defining Operations

So, my formal area of coverage at Forrester is “digital operations.” But what does this mean? We think of “operations” in terms of NASA mission control: trained professionals intently scrutinizing monitors, looking for signals of interest. Or we think of the stereotypical shop floor assembly line. Business schools offer degrees in operations, and businesses hire Chief […]