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

Gene provides research and advisory services that address the needs of Enterprise Architecture Professionals. Gene has been researching best practices in making enterprise architecture programs effective since 1999 and focuses on helping clients implement a pragmatic approach to EA that has clear value to business and IT leaders.
Gene has more than 25 years of IT experience, including enterprise architecture planning, infrastructure architecture, IT management, performance management, capacity planning, product strategy, and application development. Gene came to Forrester through its acquisition of Giga Information Group. Prior to joining Giga, he was director of infrastructure architecture and capacity planning at John Hancock Financial Services in Boston. Previously, he held senior IT positions at First Data Corporation and Fidelity Investments and development and marketing management positions at leading software firms.
He has published dozens of papers on various topics and has spoken at a variety of conferences in the US and abroad.
Gene earned a B.A. in psychology and music from Wesleyan University in Middletown, Connecticut.
What are the latest CMDB trends? What are our peer companies prioritizing?
Landscape: The IT Infrastructure Playbook
The inside-out approach of engineers focused on technology for its own sake must stop: Your business cares about outcomes and holistic services, not server, storage, and network technologies. For too...

The operational hub of any well-run and complex organization is a strong operations center. In IT infrastructure and operations (I&O), this function is often fragmented into pockets that tend to be...

Embrace IT Process Automation Technology As Your Foundation To Industrial IT
The tasks of the IT infrastructure and operations (I&O) professional have become increasingly complex and susceptible to human error. This is a direct consequence of the sheer volume and diversity of...
We are currently exploring the data center infrastructure management (DCIM) market to discover some new vendor solution or product in this space. Can you please let us know whether you have any...
Operational management tools have been used for well over a decade, but assembling them is like assembling a jumble of jigsaw puzzle pieces, and the value of these tools remains ambiguous. Much of...
Exploding Complexity Mandates The Consolidation Of Tools, People, And Knowledge
IT inexorably moves to more sophisticated models of dynamic services and cloud computing. Unfortunately, the most common operational functions remain less than dynamic and continue to focus on...

Three Options Can Be Used For Service Maintenance; Two Impose No Downtime
Accelerating demands on technology services place increasing pressure on infrastructure and operations (I&O) staff who need to periodically shut down infrastructure for maintenance or to make updates...
Forrester's IT infrastructure maturity assessment evaluates your current and desired state maturity across 24 key IT infrastructure elements within four top-level domains: oversight, people, process,...
Six Steps IT Ops Can Take To Build A Tighter Relationship With Development Groups
As IT organizations struggle to deal with the changing IT and business landscapes, the concept of DevOps (development + operations = DevOps) has been singled out by many as the way in which...

Policy And Procedures: The Service Management And Automation Playbook
This report outlines the policies and procedures IT infrastructure and operations (I&O) leaders and their teams should follow to effectively govern their service management and automation (SMA)...
Forrester Research, in conjunction with itSMF-USA, conducted its second annual survey to understand the state of IT service management (ITSM) in 2012 and its direction in 2013 — a critical...

Future Look: The Service Management And Automation Playbook
This report outlines the future look of Forrester's solution for IT infrastructure and operations (I&O) leaders planning the future of their service management and automation (SMA) program. This is...

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...

According to ITIL (Service Strategy Section 2.2.2), from the customer's perspective, value consists of two primary elements: utility, or fitness for purpose; and warranty, or fitness for use. Utility...
Who are the best industry providers for paging escalations tools? What global corporations have these tools? Where are the providers in the market share for this industry? Please provide an overall...
Benchmarks: The Service Management And Automation Playbook
This report outlines Forrester's solution to benchmark your service management and automation (SMA) initiative. To understand the current state and future of SMA, Forrester partnered with the USA...
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...

Does Forrester have any market share data for Microsoft's System Center system management products?
Post-recession economics, combined with ever-expanding technology complexity, are quickly rendering established IT systems and operations obsolete and impractical. Follow the lessons of other...
What are the latest CMDB trends? What are our peer companies prioritizing?
An Empowered Report: Use Automation To Convert The Geek Culture Of I&O To One That Can Solve Business And Customer Challenges
The explosive growth in mobile, video, cloud, and social technologies is creating a new movement that empowers individuals to solve customer challenges. Individuals who leverage these new powers are...
The Future Of Service Monitoring And Management
Your business is complex. Big data promises to manage this complexity to make better decisions. But the technology services that run your business are also complex. Many are too complex to manage...

Assessment: The IT Infrastructure Playbook
Even though spending on server, storage, network, and facilities infrastructure consumes 50% of budgets, IT infrastructure and operations (I&O) leaders struggle to answer two critical questions: 1)...

The Next Stage In I&O Industrialization Requires Building An Integrated Automation Management Layer
Until now, workload automation and run book automation — followed by solutions aimed at automating specific I&O processes — appeared as separate avenues. Today, workload automation uses...
