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

Kate serves Application Development & Delivery Professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.
Kate has extensive industry experience, with more than 10 years of leadership at customer service software companies, where she held senior product marketing and product management roles. She is also a published author on customer service trends and best practices.
Kate earned a Bachelor of Science from the University of Toronto and a Master of Science from the University of Pennsylvania.
Identifying How zManager And zBX Fit Into Your Systems Architecture
IBM's recent launch of the zEnterprise system has generated a wide range of questions from infrastructure and operations (I&O) clients with large mainframe deployments. In particular, there are two...

The First Of Many IT Ops-Focused SaaS Offerings
It's been almost two years since we last produced this report, and during that time the vendor landscape has changed considerably; however, one constant remains true: Backup is a struggle for both...
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...
2010 Storage Acquisitions Yield Three Lessons Learned For I&O To Apply To 2011 Storage Strategies
Acquisitions have long been a part of the storage vendor landscape. But 2010 and the first part of 2011 saw an explosion of huge deals from almost every storage vendor. There are few independent...

Road Map: The Business Technology Resiliency Playbook
This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their road map of business technology (BT) resiliency tools using Forrester's...

Accenture And HP Lead A Strong Field Of Worldwide Providers
In Forrester's 40-criteria evaluation of IT consolidation consultancies, we found that Accenture and HP led the pack due to their breadth of capabilities and superior ability in business...
VPLS Growth Drives Momentum As 40% Of European Firms Adopt Carrier Ethernet
Almost 40% of European enterprises are now deploying carrier Ethernet services, with particular interest in VPLS-based Ethernet LAN (E-LAN) services. However, don't assume all service providers are...
We want to get the business involved and make sure that the business owners agree that our IT service SLA is good. How should we measure this and hold everyone accountable? What should we measure...
Nastel Uses Complex Event Processing To Manage Application Performance
IT complexity is the major underlying theme of the years to come for infrastructure and operations. I&O teams have attempted to abstract this complexity with virtualization, cloud computing and SaaS,...

Licensing SharePoint, And How Federation And Virtualization Play A Role
Microsoft's SharePoint has been a runaway success with many companies: so much so, that it tests the mettle of infrastructure and operations (I&O) professionals who are charged with building and...
Cloud Platforms: Foundational Systems Could Strengthen Your Preferred Service Providers
A growing number of public infrastructure-as-a-service (IaaS) clouds are coming to market that share the same underlying capabilities, technologies, and interfaces. Rather than build their clouds...
