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

Chris serves CMO & Marketing Leadership Professionals as well as agency leaders. He is a leading expert on modern brand strategy, digital-era advertising, and the evolving agency landscape.
Chris has more than 17 years of experience in management consulting and advertising. He helps marketers navigate emerging media and technology, transform their advertising strategy, and adapt their organizations for the digital age. Clients such as Facebook, L'Oreal, Kraft Foods, HP, and IBM have turned to Chris for his thought leadership. Additionally, he has worked across a broad spectrum of agencies — including holding companies such as Omnicom and WPP, network agencies such as JWT and DDB, and digital agencies such as Digitas, Rosetta, VML, and Blast Radius — to improve their strategic capabilities, competitive positioning, and new business strategies.
Prior to Forrester, Chris worked in advertising for more than eight years, developing brand strategies and discovering breakthrough consumer insights for clients such as Mars, Michelin, Novartis, and Wachovia. Chris started his career as a management consultant for Accenture, where he developed customer experience and marketing technology strategies for clients such as AT&T and Bell South.
Chris is a member of The Wharton School's Future of Advertising project. He is also a regular contributor to industry publications and events, including Advertising Age CMO Strategy and the ANA.
Chris received an M.B.A. from Duke University and a B.A. in English from Bucknell University.
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...
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...

The healthcare industry is faced with the challenge of integrating all its informational resources from across notoriously siloed operations. Existing tribal knowledge, multiple applications...

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...

The global adoption of ITIL v3 is occurring, but gradually. It is most visible in the growth of selected processes as organizations travel their ITSM journey. Forrester anticipates that many...
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...

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...

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...
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.

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...

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 would like to know what kind of support enterprises typically purchase for software that's used for system monitoring. I'm trying to decide if the more expensive 24x7 support is needed when...
The service desk is your IT organization's first line of response to business user incidents and requests. Because these interactions shape your business' perception of IT, it's critical to not just...
We're being asked to provide enterprise IT level SLAs and/or SLOs and have the following questions: 1) What are the best practices in establishing end-to-end SLAs and/or SLOs, especially involving...
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...
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...
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...

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...
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...
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...
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?
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...
Improve Service Management By Automating Operational Workflows
Technology use is exploding, creating an exponential increase in the complexity of IT operations while pushing beyond the limits of manual infrastructure management. The ongoing "do more with less"...
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...
