About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Andy is a member of Forrester's Business Technology Futures team, which serves CIOs and their business partners by predicting the long-term business impact of information technology. His research focus is on smart computing and analytics and tech-driven business transformation, analyzing the shifting economics of the industry, including spending, budgeting, and the influence of macroeconomic trends.
He also researches the growing customization of IT systems for industry-specific applications, especially in the utilities, energy, and professional services sectors. He is also a thought leader in the sourcing and procurement technology markets.
Andy has extensive experience in the technology market and in strategic planning, both as an analyst and a practitioner in the business world. He came to Forrester through its acquisition of Giga Information Group in 2003, where he had worked as a vice president and research leader since 1998. Prior to joining Giga, Andy held a variety of vice president positions at American Express in the chairman's office, technologies, strategic planning, and re-engineering. Before joining American Express, Andy worked as an economist, writer, and editor for various organizations, including Shearson Lehman Brothers; the US House of Representatives' Committee on Banking, Finance, and Urban Affairs; and the Council on Wage and Price Stability in the Executive Office of the President.
Andy has been a regular participant in Forrester's IT Forum conferences, delivering keynote addresses in 2006 and 2007 with colleagues on the future of software. He has also been a recurring presenter at Conference Board conferences on eProcurement and eSourcing. He has been quoted in leading business and technology publications, including BusinessWeek, The Economist, The New York Times, and The Wall Street Journal.
Andy earned a B.A. in philosophy from Haverford College and a Ph.D. in history from Johns Hopkins University.
Several forces are slowly transforming the stable but growing market for IT infrastructure services in Europe, including the rising profile of offshore suppliers, maturing global delivery,...
Providers Driving Workplace Services In EMEA
Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...


Evaluating Leading Providers Amidst A Category Redefinition
Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...
Negotiations: The Services Sourcing Playbook
Outsourcing contract negotiation is the most important step in the sourcing life cycle. The negotiation phase defines and confirms the whole outsourcing relationship and determines the outsourcing...

Strategic Plan: The Services Sourcing Playbook
Sourcing and vendor management (SVM) professionals need to know their strategic objectives before starting a new sourcing initiative. But making a smart sourcing decision depends on many factors,...

Service-level credits and incentive models are important tools to help outsourcing clients increase business alignment and enforce service-level achievement. Although we speak with many clients who...
Forrester clients often tell Forrester that they have a strong demand for service price information and a high interest in comparing their existing business and IT services with the market. Many of...
Do you have industry benchmark data regarding proper IT staffing levels for desktop support services, specifically for end user support teams for asset management?
Many sourcing professionals ask Forrester about the "standard" service levels that should guide their outsourcing relationships. Yet in practice, the efficiency and effectiveness of service-level...
Pricing models, especially in infrastructure outsourcing contracts, are the key to making outsourcing progressive, agile, and flexible. Alternatively, they can be the root cause for a static...
Strategic Plan: The SVM Practice Playbook
As more and more companies rely on external suppliers to facilitate core business operations, the need for a clearly defined sourcing strategy is more important than ever. Successful companies have...

In the realm of IT services sourcing, the strategic decisions and vendor selection process for your company's applications and infrastructures are perhaps the most important. Your service...

Differentiate Between Continuous Improvement And Innovation
This report outlines Forrester's solution for sourcing and managing IT services providers. It is designed to help sourcing and vendor management (SVM) pros develop the appropriate contractual terms...

DLR IT Refines Its Service Management Framework
IT plays a critical role in the development programs of DLR (Deutsche Gesellschaft für Luft-und Raumfahrt), the German aerospace center. DLR relies heavily on its IT organization to provide its...
Are companies doing a PC refresh as part of their support model using the same resources or is a refresh treated as a separate project? In addition, are business projects also implemented by the same...
Forrester regularly advises clients on contract best practices for outsourcing deals related to application and infrastructure services. In our reviews, we see many instances where clients have...
Contractual Terms: The Services Sourcing Playbook
A contract is the foundation of any outsourcing relationship. It describes all aspects of the engagement, including the scope of work to be performed, the obligations of all participating parties,...

Today, many companies see outsourcing as a strategic function and seek help from IT services providers to build and operate their IT environment. Yet the result of the outsourcing trend is the...

In IT services sourcing, the strategic decisions and vendor selection process for your company’s applications and infrastructures (A&I) are critical. Your service requirements and ability...
IBM Leads A Closely Packed Group Of Suppliers
In Forrester's 36-criteria evaluation of global IT infrastructure management vendors, we found that IBM leads a closely packed group of leaders including HCL, Capgemini, Wipro, Infosys, TCS,...

Today's Outsourcing Service Levels Don't Cover Client's Business Needs
As more companies build out IT and business service catalogs, the business relevance of strong service levels is increasing. Unfortunately, most service levels are poorly defined and don't support...

With the right pricing models, sourcing and vendor management (SVM) professionals can build the foundation for flexibility in infrastructure outsourcing contracts. Flexibility has different flavors,...