Speaker Biography
Glenn O'Donnell
Principal Analyst
Sessions Featuring This Speaker
Forrester's Infrastructure & Operations Forum 2012
05/24/2012
02:00 PM - 02:45 PM
A Mindset Change Is Needed: Support The People, Not The Technology
Corporate IT has evolved significantly over the past 30-plus years; it's not just the technology but also how it is delivered, managed, and consumed. Unfortunately, I&O's traditional technology-centric, or even device-centric, approach will struggle to meet the expectations and needs of empowered employees going forward — employees who now have access to better and possibly cheaper third-party-provided IT services and customer service. To paraphrase Charles Darwin, it's time to adapt or die. In this session, you will learn that:
- End users are "customers."
- Your customers have a choice — so why would or should they choose you?
- Internal and external customers consume IT or business services, not IT — and that the device(s) they use will become less and less relevant.
Research Focus
Glenn serves Infrastructure & Operations Professionals. He is widely regarded as a top thought leader in IT service management, IT operations, and the broader social implications of technology evolution. Glenn's specialties are in data center automation and operational excellence. He is the co-author of The CMDB Imperative, a book on CMDB best practices.
Previous Work Experience
Prior to joining Forrester, Glenn was a major force in transforming EMC's resource management software business as a marketing lead and strategic contributor. He is also a former IT operations analyst at META Group. Most of Glenn's career encompassed 21 years in various companies within the Bell System, including Western Electric; Bell Labs; AT&T; and, finally, Lucent Technologies, where he held increasingly influential roles in technology development, IT operations, and enterprise architecture.
Education
Glenn studied electrical engineering at Lincoln Technical Institute and computer science at Moravian College.