Chip Gliedman

Vice President, Principal Analyst serving CIOs

Chip serves CIOs. His research focuses on IT investment strategies, justifying technology investments, IT portfolio management, business technology (BT) alignment, and IT satisfaction. Chip developed the Total Economic Impact™ (TEI) model and program to help clients quantify and communicate the financial value of technology investments and strategies.

Previous Work Experience

Chip has 25 years of experience in the IT industry. He came to Forrester through its acquisition of Giga Information Group. Prior to joining Giga, he was director of business development for Passport Designs, where he managed both the customer service center and the direct sales organizations. In 1992, he implemented a program where technical support agents would be rewarded if their interactions led to the sale of an upgrade or additional product. Chip also held senior positions at Ingres, where he was group manager of desktop and Unix platform marketing, as well as Ingres' representative to the X/Open ISV council.

Chip has delivered presentations and workshops worldwide to audiences ranging from four to 400. His work on calculating and communicating the value of IT and IT projects was the subject of a cover story in PC Week and has been featured in BusinessWeek, CIO Magazine (US and Canada), InformationWeek (US and Germany), and numerous other business and trade publications. He has also appeared as a panelist on Silicon Spin with John Dvorak on ZDTV.


Chip earned a B.A. in anthropology from Hamilton College.

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79 results in Reports

  • Chip Gliedman
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Service Desk Management Tools, Q2 2008

    Axios, BMC, CA, HP, IBM, And Infra Lead For Large Enterprises

    In Forrester's 96-criteria evaluation of service desk management tools vendors, we found that BMC Software's Remedy IT Service Management, CA, HP, and IBM lead the pack for large enterprises because...

    • Downloads: 3036
  • For CIO Professionals

    Report:The Total Economic Impact™ Methodology: A Foundational Framework For Investment Decisions

    Underlying any investment is the ever-present question of "What am I going to get for my money?" To answer this question, Forrester developed the Total Economic Impact™ (TEI) methodology. TEI...

    • Downloads: 3547
  • For Infrastructure & Operations Professionals

    Report:Topic Overview: Help Desk/Service Desk

    Technology has become an integral underpinning of virtually all business interactions. However, just as a smoothly running infrastructure can enable business users to succeed, flaws in this...

    • Downloads: 2711
  • For Business Process Professionals

    Report:The Forrester Wave™: Customer Service Management Software, Q2 2007

    Different Markets And Needs Point To Different Solutions

    Forrester evaluated leading customer service management software vendors across approximately 180 criteria and found that Entellium, Microsoft, Oracle Siebel CRM, Oracle Siebel CRM On Demand,...

    • Downloads: 1421
  • For CIO Professionals

    Report:The ROI Of Interactive Chat

    A Total Economic Impact™ Analysis Uncovers Big Benefits Of Proactive Chat

    Too many companies sit passively by while prospects on the verge of buying abandon their online shopping carts or applications, potentially never to return. Smart organizations are evaluating the...

    • Downloads: 1579
  • For CIO Professionals

    Report:Building An IT Portfolio Management Function

    The IT portfolio represents the collection of projects, expenditures, and existing technology investments. IT portfolio management includes oversight, management, and control of the current and...

    • Downloads: 1911
  • For CIO Professionals

    Report:Best Practices: Implementing Online Chat

    As companies move to improve their online customer experience, many more are using text-based chat to better engage visitors to their site. But the customer service organization, in conjunction with...

    • Downloads: 1641
  • For CIO Professionals

    Report:Eight Ways CIOs Use Capability Maps To Embed Business In The Management Of IT

    Business capabilities define what your organization does to execute its mission or support its position in the marketplace. These capabilities, such as "customer management," "product development,"...

    • Downloads: 1325
  • For CIO Professionals

    Report:Visualizing The IT Portfolio With The Forrester Technology Investment Matrix

    Business cases for IT investments are now the norm rather than the exception. However, projects are still considered individually as discrete investments. Likewise, there is often a segmentation...

    • Downloads: 1321
  • For CIO Professionals

    Report:Create A Living BT Road Map

    The early stages of the business technology (BT) strategic planning framework identify business strategies and associated technologies to support the business cycle. These stages involve identifying...

    • Downloads: 1294
  • For CIO Professionals

    Report:Forrester's Approach To IT Investment Optimization

    Use The Forrester Technology Investment Matrix To Ensure Investment Clarity

    IT organizations often face the task of evaluating investment opportunities that run the gamut from infrastructure improvements to new business applications and from risk mitigation to strategic...

    • Downloads: 1160
  • For CIO Professionals

    Report:The Empowered BT CIO

    A Road Map For CIOs To Succeed In An Empowered World

    Many pundits are writing the CIO's obituary. Your employees and the business are no longer relying on IT to provision and deliver technology. They are using technologies like social, mobile, cloud,...

    • Downloads: 936
  • For CIO Professionals

    Report:Key Elements In A BT Business Case

    Quantifying And Selling The Value Of A Business Technology Investment

    For every major IT project or initiative, CIOs should demand a business case that outlines the business reason(s) for the investment, the expected benefits of the initiative, the costs to make it...

    • Downloads: 1085
  • For CIO Professionals

    Report:Forrester's Best Practices Framework For BT Portfolio Management Leadership Maturity

    The role of today's CIO is less that of a technology steward and more that of an investment portfolio manager — trusted with the management of a considerable portion of an enterprise's funds to...

    • Downloads: 935
  • For CIO Professionals

    Report:Empowered Business Technology Defined

    The Future IT Organization And Its Implications For CIOs

    The empowered era has brought about a paradigm shift for IT organizations. Employees and customers are no longer relying on IT to provision and manage technology. They are using social, mobile,...

    • Downloads: 902
  • For CIO Professionals

    Report:Industry Innovation: US Federal Government

    Technology Trends That Will Change The Way Government Operates

    The US government, with its almost $80 billion annual IT budget, is one of the largest consumers of IT goods and services in the world. It is therefore not surprising that the same technological...

    • Downloads: 881
  • For CIO Professionals

    Report:The Forrester Wave™: Innovation Management Tools, Q3 2013

    The 14 Providers That Matter Most And How They Stack Up

    Using Forrester's 17-criteria evaluation of innovation management vendors, we identified, researched, analyzed, and rated 14 significant innovation platform providers — BrainBank, Brightidea,...

    • Downloads: 683
  • For CIO Professionals

    Report:Introducing The Forrester BT Leadership Maturity Model

    A Self-Assessment Framework To Focus And Accelerate Your Transformation

    Many CIOs struggle to answer two deceptively simple questions: 1) How are we doing, and 2) what should I prioritize? These questions invite a host of complexities, raising questions about the role of...

    • Downloads: 702
  • For CIO Professionals

    Report:Identifying Technology Life-Cycle Changes

    Key Transitions Drive Changes In Focus, Metrics, And Investments

    Technologies proceed through discrete life cycles, from introduction, through core business support, and on to a reduced, supporting role. Understanding these various life-cycle changes allows an...

    • Downloads: 745
  • For CIO Professionals

    Report:Forrester's Technology Investment Matrix Clarifies Technology Risk Issues And Strategies

    Risk, as it pertains to technology development and operations, comes in many guises and requires different mitigation strategies. Unfortunately, many organizations apply a set of imprecise,...

    • Downloads: 690
  • For CIO Professionals

    Report:Specialized Customer Service Solutions Fill Gaps In Suite Functionality

    To adequately meet customer service requirements, companies must address myriad channels, requirements, and needs. Forrester Research recently evaluated key vendors with broad solution portfolios for...

    • Downloads: 621
  • For CIO Professionals

    Report:Measure The Effectiveness Of The Strategic Planning Process

    The ultimate judges of any strategic planning process are the business technology (BT) users who need to produce business benefits with the technology. The goals, desires, and needs of this group are...

    • Downloads: 777
  • For CIO Professionals

    Report:Categorize IT Outsourcing Investments To Ensure Success

    Contracting with third-party providers to supplement and complement internal IT resources represents about 20% of IT spending globally. However, 15% to 30% of surveyed organizations are dissatisfied...

    • Downloads: 727
  • For Application Development & Delivery Professionals

    Report:Quantifying Technology Investment Risk

    A Component Of The Forrester Total Economic Impact™ Methodology

    The process of risk measurement has been confounding decision-makers within IT for some time, resulting in the use of weak qualitative analysis that only loosely ties to project outcomes. But using...

    • Downloads: 669
  • For CIO Professionals

    Report:CIOs Are Not Ready To Support Business Innovation

    Benchmarks: The Innovation Playbook

    While innovation is a hot topic among most of the organizations we work with, our recent survey of IT leaders indicates that a minority of firms have formalized their practices and processes. Only...

    • Downloads: 643