Amy DeMartine

Senior Analyst serving Infrastructure & Operations PROFESSIONALS

Amy is a member of Forrester's service management and automation team, which serves Infrastructure & Operations Professionals and service support and delivery professionals in improving, optimizing, and automating the services they offer to business consumers and users. Her research focus is on IT service management and IT asset management, including topics such as knowledge management, collaboration opportunities, and customer experience management. Amy helps IT organizations improve their customer experience with their lines of business by analyzing paradigm shifts in the services and support IT provides.

Previous Work Experience

Amy has more than 12 years of experience in driving IT management software products, from conception through the product life cycle until obsolescence, all with the purpose of enabling IT professionals to solve their most pressing issues. Her previous work at BMC Software and HP included the development of strategic positioning to bring new enterprise software products to worldwide markets as well as expanding the global reach of existing products. Amy has great strength in building strong relationships and collaborating with vendors, clients, and teams worldwide. She has experience building IT management software products that span network management, application management, service management, asset management, and reporting and analytics.

Education

Amy holds a master's degree in telecommunications and a bachelor's degree in electrical and computer engineering from the University of Colorado.

Research Coverage

Amy DeMartine's Research

  • For Sourcing & Vendor Management Professionals

    Report: TechRadar™: Software-As-A-Service, Q1 2014

    Nearly 15 years after the appearance of software-as-a-service (SaaS) startups such as salesforce.com, NetSuite, and Google, software-as-a-service is nearing its tipping point. SaaS adoption is p...

    • Downloads: 850
  • For Infrastructure & Operations Professionals

    Report: Best Practices: IT Asset Management

    For the past decade, technology management has been deploying critical business applications to enable other business divisions and executive management to better control and manage business pro...

    • Downloads: 338
  • For Infrastructure & Operations Professionals

    Report: This Isn't Your Grandfather's Service Desk

    While the service desk remains the primary point of contact for business customers with issues, questions, and challenges related to their hardware and software, the traditional metrics focus on...

    • Downloads: 306
  • For Infrastructure & Operations Professionals

    Report: Setting The IT Service Desk On Fire

    For many organizations, customer experience surveys of the IT service desk are already in place. However, if customer experience scores are at unacceptable levels, knowing what and how to change...

    • Downloads: 300
  • For Infrastructure & Operations Professionals

    Report: Market Overview: IT Service Management SaaS Tools Update, 2014

    IT service management (ITSM) software-as-a-service (SaaS) solutions have been widely adopted by IT infrastructure and operations (I&O) organizations around the globe to help deliver technology s...

    • Downloads: 277
View all of Amy DeMartine's Research

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