About Forrester
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Boris serves the Application Development & Delivery role. He is a leading expert in business intelligence (BI) — a set of processes, methodologies, and technologies used to transform raw data into meaningful, useful, and action-oriented enterprise information. Boris delivers strategic guidance, helping enterprises define BI strategies, governance, and architectures and identify vendors and technologies that help them put information to use in business processes and end user experiences.
Boris' current research focuses on the practical and actionable best practices for building BI infrastructure and applications, such as BI business cases, architectural options, organizational structures, and vendor selection. Boris continues to explore emerging trends in next-generation BI, such as agile BI architecture and development approaches, in-memory analytics, advanced data visualization, convergence of structured data and unstructured content analytics, process-driven and operational BI, and many others.
Boris has more than 30 years of experience with enterprise software and applications implementation, management consulting, and strategic advisory skills. Most recently, Boris was a managing partner at Textra, a boutique strategic advisory firm serving all IT constituents: users, vendors, and investors. Boris cofounded Textra after spending several years as a VP and a strategic technology advisor at JPMorgan/LabMorgan, where he led many successful internal BI initiatives, advising the bank's large enterprise software clients on enterprise adoption issues and product and marketing strategies. Prior to JPMorgan, Boris served as a senior manager of data warehousing and customer relationship management (CRM) practices at PricewaterhouseCoopers. Boris started his career at Citibank, where, among many other successful projects, he implemented the bank's first global credit risk data warehouse.
Boris holds a degree in music education from Moscow Gnessin School Of Music, Russia.
The healthcare industry is faced with the challenge of integrating all its informational resources from across notoriously siloed operations. Existing tribal knowledge, multiple applications...
This ITSM Support Tools Product Comparison Assessment focuses on three areas important for the selection of an ITSM support tool: solution overview, vendor overview, and solution penetration. The...

During a self-evaluation, the Orrick service desk team realized a shortcoming around knowledge management. The issues ranged from out-of-date information and lack of common terminology to...

Executive Overview: The Service Management And Automation Playbook
Your business cares about outcomes, not technologies. Thus, it isn't enough to empower your developers and workers with the latest cloud, mobile, and analytics technologies. You must also invest in...

As CERN, the European Organization for Nuclear Research, expanded its international collaboration, its general services and IT teams needed to change the way they supported CERN scientists and...
Metrics are the Achilles' heel of many infrastructure and operations (I&O) departments. Many firms don't know which metrics to use, or how to collect the data they need for the metrics, while others...

How Service Portfolio Management Transitioned Cisco IT To A Partner Player
Cisco's CIO and several of her IT leaders introduced an IT-wide change in how they manage their organization and communicate their performance both within and outside of the IT organization. The...
Service management and automation (SMA) is a closed-loop control system that enables the design, development, maintenance, and adoption of services that support business teams in their capabilities...
How Novell Transformed Its Global Technical Support Operations
In the services industry, the ultimate goal is to increase customer satisfaction while lowering support costs with improved productivity. Unfortunately, introducing new tools for productivity gains...
The infrastructure and operations (I&O) organization is no different from any other business function. It employs a multitude of assets to create corporate value. However, I&O's ability to manage its...

Forrester's Service Management And Automation Assessment Framework consists of four SMA domains (oversight, technology, process, and people) and 26 SMA functions. This abbreviated version of the...
Companies with distributed operations often struggle with managing customer experience. This report summarizes some of the major lessons learned from Cornerstone OnDemand, a cloud-based talent...
A Critical And Necessary Role In A Virtualized World
Through continuous adoption of virtualization and cloud computing, the traditional provisioning model on which applications run has changed. Virtualization and cloud computing do introduce great...
How Holcim Corporate IT Transitioned From IT Infrastructure Management To Business Service Management
Holcim, a global supplier of construction materials, needed to move from being an organization that provides support on infrastructure and technology to one that functions as an internal IT service...
How To Get Customer-Obsessed, Service-Focused, And Automated
The future of IT service management (ITSM) is customer-obsessed, service-focused, and automated. But the recent additions to the most widely adopted ITSM framework — ITIL 2011 edition —...

Business service management (BSM) is a way to bridge the user's view of applications and services to the IT operations' view of infrastructure; it maps business services to the components used to...
The Forrester ITSM Support Tools Functionality spreadsheet consists of three ITSM areas important for the selection of a ITSM support tool (solution overview, vendor overview and solution...
What are best practices for crafting a service catalog?
We want to get the business involved and make sure that the business owners agree that our IT service SLA is good. How should we measure this and hold everyone accountable? What should we measure...
Vision: The Business Technology Resiliency Playbook
This report outlines the vision of Forrester's solution for infrastructure and operations (I&O) executives planning their organization's business technology (BT) resiliency strategy — the...

Ensuring Uninterrupted Service Availability And Performance
Service management promises to reorganize infrastructure and operations (I&O) to provide better value to the business. But, there's a catch. The service must be designed, transitioned, and delivered...
Build/Buy Capabilities: The Service Management And Automation Playbook
This Forrester report provides infrastructure and operations (I&O) leaders and teams with a methodology to source their tools for effective service management and automation (SMA). This is...

Can you recommend packages that out of the box can easily handle workflows for change requests and tickets?
We're suffering a breakdown in communication. The release team seems to act without regard for the rest of the organization, specifically the operations folks. Can you please provide us with some...
AirFrance-KLM Saved Valuable Time And Money Through Optimization Of Its Deployment Process
AirFrance-KLM strives to achieve profitable growth that contributes to both its own corporate aims and economic and social development. Today's airline industry needs to keep its balance in the face...