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.
Oracle makes itself an easy target for the ire of the cloud community when it makes dumb, cloudwashed announcements like last week's supposed IaaS offering. But then again, Oracle is just doing...
One Size Does Not Fit All Developer Needs
Public cloud platforms are the keys that unlock the flexibility, productivity, and economic advantages of cloud computing. Application development and delivery (AD&D) pros use a wide variety of...
Well if you're going to make a dramatic about face from total dismissal of cloud computing, this is a relatively credible way to do it. Following up on its announcement of a serious cloud future...

The OpenStack Foundation and Microsoft have released major updates to their cloud platforms and frankly there’s nothing really new or exciting here – which is a good thing. Sure,...
…not that simple and therefore not always Amazon Web Services. First off, we didn’t take what might be construed as the typical approach, which would be to look either at...
We'll Finally Get Real About Cloud
As we start the new year, there is one clear takeaway regarding the cloud computing market: Enterprise use has arrived. Cloud use is no longer solely hiding in the shadows; IT departments are no...

Sometimes you can only coax a reluctant partner and I&O customer community for so long before you feel you have to take matters into your own hands. That is exactly what VMware has decided to do to...
Future Look: The Cloud Computing Playbook
The cloud landscape is shifting to cover a broader range of enterprise needs. Why? Cloud is curing the lack of responsiveness and economic flexibility that ails on-premises IT. Look for the popular...

Curious about where we are in the development of the cloud computing market? Here is my opening keynote from the 2012 SV Forum in Santa Clara, CA....
We all know the conventional wisdom about cloud computing: it's cheap, fast and easy. But is it really that much cheaper? Or is it simply optics that make it appear cheaper? Optics can...
The long-rumored changing of the guard at VMware finally took place last week and with it came down a stubborn strategic stance that was a big client dis-satisfier. Out went the...
A Cloud Playbook Template For Effectively Communicating Use
This cloud computing playbook toolkit item contains a sample cloud computing policy document that can be used by CIOs as a basis for crafting an effective policy around the use of cloud computing...

Every company generates data that would be of significant value to its customers, partners and potential partners; information that could be combined with insights from this ecosystem, public...
When servers in the cloud fall over, no one's rushing to stand them back up. Is the general mentality and service structure of a cloud service inherently different than that of a private hosted...
The year 2012 brought a significant amount of growth in enterprise use of cloud services but did it fulfill our expectations? With just five weeks left in the year, it’s time to reflect on our...
Why Firms Need To Share Data To Become Customer-Obsessed
Enterprises seeking to better understand their customers, market, and competitive landscape can't afford to limit their insights to only what they already know — the data they generate...
As the end of 2012 approaches there is one clear takeaway about the cloud computing market — enterprise use has arrived. Cloud use is no longer solely hiding in the shadows, IT...
Wouldn't it be nice if your employees actually asked you this question before they went off and signed up for a cloud service or deployed a new app to a cloud platform? If they did ask, would you...
It looks that EMC has finally admitted it needs a better approach for courting developers and is doing something significant to fix this. No longer will key assets like Greenplum, Pivotal, or Spring...
Out of all the inquiries I get from Forrester enterprise clients, the above question is by far the most common these days. However, the question shows that we have a lot to learn about true public...
IBM didn't just pick up a hosting company with their acquisition of SoftLayer this week, they picked up a sophisticated data center operations team -- one that could teach IBM Global...
Use The Cloud To Transform Them Instead
It has become conventional wisdom that leveraging cloud services will save you money. But that isn't universally true. To achieve these benefits, especially from cloud platforms...

You've told your ITOps team to make it happen, you've approved the purchase of cloud-in-a-box solutions, but your developers aren't using it. Why? Forrester analyst Lauren Nelson and...
Our latest survey on IT budgets and priorities shows that 35 percent of enterprises have a big focus on cloud computing (calling it a high or critical priority), but do we really know how best to...
This week at the VMware Partner Exchange, CEO Pat Gelsinger and his executive staff decided to demonize Amazon Web Services and their public cloud brethren in a very short sighted defensive...