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

Peter serves eBusiness & Channel Strategy Professionals. He focuses on eCommerce technologies and solutions, including B2C and B2B eCommerce platforms, mobile commerce solutions, digital in-store technologies, and digital commerce. Peter has specific expertise helping eBusiness leaders understand the integration challenges between eCommerce and back-office technologies across channels and touchpoints. His interests focus on mobile and tablet commerce trends, digital in-store experiences, multichannel retail, social commerce, and digital media.
Peter has extensive experience working with an ecosystem of eCommerce technologies, including eCommerce platforms, mobile commerce solutions, content management, web analytics, search engine marketing (SEM), search engine optimization (SEO), digital asset management, payment systems, and social media, to name a few. Peter has more than 13 years of experience in eCommerce and web technologies. Most recently, Peter held both product management and product marketing positions at Elastic Path, a leading eCommerce platform vendor. He also worked as a senior business analyst at JP Morgan and Ford Motor Company, where he started his career in eCommerce developing a direct online channel for new vehicle sales in the UK. Peter's experience spans both business and technology, including business analysis, product management, product marketing, solution architecture, user experience, and online marketing.
Peter holds a BEng in manufacturing systems engineering from the University of Strathclyde in Scotland.
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...

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...

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...
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...

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...
Business service management (BSM) is a way to bridge the user's view of applications and services to the IT operations' view of infrastructure; it maps business services to the components used to...
During a self-evaluation, the Orrick service desk team realized a shortcoming around knowledge management. The issues ranged from out-of-date information and lack of common terminology to...
What are best practices for crafting a service catalog?
For Loyola Marymount University's (LMU's) Information Technology Services (ITS), underdeveloped process, limited communication and transparency, as well as outdated tools and a siloed organization,...
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.

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...
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,...
Ensuring Uninterrupted Service Availability And Performance
Service management promises to reorganize infrastructure and operations (I&O) to provide better value to the business. But, there's a catch. The service must be designed, transitioned, and delivered...
We're suffering a breakdown in communication. The release team seems to act without regard for the rest of the organization, specifically the operations folks. Can you please provide us with some...
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...

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...
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...

From Reactive To Proactive: Using Service Management To Leverage Integrated Event Correlation
The IT and business alignment discussion is not new: Many IT organizations have been trying to become aligned with their business units or overall business goals. Understanding what it means to be...
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...
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...

Can you recommend packages that out of the box can easily handle workflows for change requests and tickets?
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...
Companies with distributed operations often struggle with managing customer experience. This report summarizes some of the major lessons learned from Cornerstone OnDemand, a cloud-based talent...