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

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.
Can you recommend packages that out of the box can easily handle workflows for change requests and tickets?
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...
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...

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...
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...
When faced with austere budget challenges, California State University, Fresno (Fresno State), with a student population of 21,000 and about 2,300 faculty and staff, realized the need to integrate...
A companion piece to "Develop An IT Service Management And Automation Strategic Plan," this template walks you through how to create a successful ITSM strategic plan.

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 —...

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...
I am charged with writing an IT change management policy. We are in an outsourcing environment with IBM and use ITIL standards. Can you locate and send me a sample policy?
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...
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...

This template is intended to provide a starting point for thinking about sections to include in an RFP for IT Service Management support tools and implementation services. This template should be...
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...
Skills And Staffing: The Service Management And Automation Playbook
This report outlines the skills and staffing for Forrester's solution for infrastructure and operations (I&O) executives working on a service management and automation strategy. This report is...

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...
The healthcare industry is faced with the challenge of integrating all its informational resources from across notoriously siloed operations. Existing tribal knowledge, multiple applications...
Road Map: The Service Management And Automation Playbook
This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their road map of service management and automation processes (SMA) using Forrester's...

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...
When faced with service delivery and service quality challenges, the IT team for one of the largest financial services holding companies in the US assessed its application support team and realized...
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...
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...
