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.
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...

I bet you are thinking, “Oh no, this looks like a typical Friday IT blog post” and it has all the key ingredients – It’s Friday-tick-has science fiction references-tick-has...
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...


One of the best TV comedies in the UK over the last couple of years has been The IT Crowd. It is about a fictional IT department and plays to all the possible IT stereotypes. One of my favorite...
0cm">This post is based on my new report 'Reinvent The Role Of Infrastructure And Operations Executive In 2013’ In 1898 there was the first international urban planning...
Have you ever done an audit of the number of monitoring solutions that you have in your environment? If you haven’t you are probably thinking - Why should I? I suppose if you draw an analogy to...
The word 'transformation' is probably one of the most overused words in business and IT. I put my hands up and confess that in the past, as an enterprise management consultant, I have tagged...
Organization: The I&O Practice Playbook
The use of as-a-service technology, empowered workers, and customer centricity will forever change the IT-business relationship. Forrester expects that successful CIOs will pursue a new operating...

Did the word ‘free’ prompt you to read this post :-) ? Stephen Mann’s post a couple of weeks ago on ‘Giving Back To The IT Service Management Community’...
My colleague David Johnson wrote a good blog earlier in the week on ‘Your Best Chance for Long-Term Employability as an I&O Professional’in which he discussed the key areas that I&O...
The news this week in the UK has been awash with articles in relation to the potential problems that the Olympics 2012 could bring with reports of transport chaos, security rehearsals happening...
Hi, Last week I took part in a podcast focusing on the "Future of the Service Desk." Unsurprisingly, this is a hot topic at Forrester for the I&O role. The standard equation for measuring service...
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...
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...
As well as an adaptation of a festive song this could be one of the guiding jingles for ServiceNow. This week I have been attending, along with my colleague Stephen Mann, the...
As we move toward 2012, I can guarantee that many I&O leaders will have reviewed/defined what their strategy priorities are for the coming year, 3 years and maybe 5 years are. Hands up though: Who...
“If you are in the tech business, you need to be willing and able to change” This statement was made by Michael P Gregoire, CA Technologies’ (CA) new CEO and it pretty much summed...
What is Forrester's point of view on service desk organization? What are the various types of organization for help desk services? Is "direct phone call to support analyst" a must, or does Forrester...
Another year and Citrix’s acquisition strategy of interesting companies continues as they have announced the purchase of EMS-Cortex. This acquisition has caught my eye because EMS-Cortex...
Assessment Framework: The Service Management And Automation Playbook
This report introduces Forrester's solution for IT infrastructure and operations (I&O) leaders to assess the maturity of their service management and automation (SMA) program. This is important,...
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...
Firstly, let me explain: I am not really a fan of Dolly Parton but I heard this song last night and this got me thinking further about my I&O FLB exclusive report on ‘Tomorrow’s I&O...
Yesterday I had the pleasure of attending Dell’s Technology Camp in Amsterdam. It was a full on day starting at 7.30am and I finally got back home at 11pm but it was a fascinating event....
A Blueprint On How To Transform People, Process, And Technology Elements To Proactively Address Increasingly Complex Markets
In 2010, Sanofi, a large multinational in the healthcare market, embarked on a business transformation in response to increasing market complexity. Similar market complexities are affecting most...

This week I have been travelling to see Forrester’s I&O Leadership Board (FLB) members in Paris and working on my I&O FLB workshop session for Orlando and London happening in October, titled...