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

Derek serves Enterprise Architecture Professionals. He is an internationally recognized expert in business process management (BPM) and organizational transformation. He has worked in this area for more than 20 years, dealing with major brands, governmental organizations, and nongovernmental organizations (NGOs). Derek's research focuses on the methods, approaches, frameworks, tools, techniques, and technologies of business architecture; BPM; business process improvement; business transformation; and organizational change. He places special emphasis on an outcome-based, customer-focused approach.
Derek is a well-known keynote speaker and chair of major EA conferences. As co-chair of BPMI.org, he helped merge the organization with the Object Management Group (OMG).
Derek completed the Early Growth Program at London Business School.
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...
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 —...

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...

