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.
Organization: The I&O Practice Playbook
The use of as-a-service technology, empowered workers, and customer centricity will forever change the IT-business relationship. Forrester expects that successful CIOs will pursue a new operating...

What is Forrester's point of view on service desk organization? What are the various types of organization for help desk services? Is "direct phone call to support analyst" a must, or does Forrester...
I bet you are thinking, “Oh no, this looks like a typical Friday IT blog post” and it has all the key ingredients – It’s Friday-tick-has science fiction references-tick-has...

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...

As well as an adaptation of a festive song this could be one of the guiding jingles for ServiceNow. This week I have been attending, along with my colleague Stephen Mann, the...
Another year and Citrix’s acquisition strategy of interesting companies continues as they have announced the purchase of EMS-Cortex. This acquisition has caught my eye because EMS-Cortex...
Firstly, let me explain: I am not really a fan of Dolly Parton but I heard this song last night and this got me thinking further about my I&O FLB exclusive report on ‘Tomorrow’s I&O...
Hi, Last week I took part in a podcast focusing on the "Future of the Service Desk." Unsurprisingly, this is a hot topic at Forrester for the I&O role. The standard equation for measuring service...
0cm">This post is based on my new report 'Reinvent The Role Of Infrastructure And Operations Executive In 2013’ In 1898 there was the first international urban planning...
This week I have been travelling to see Forrester’s I&O Leadership Board (FLB) members in Paris and working on my I&O FLB workshop session for Orlando and London happening in October, titled...
Have you ever done an audit of the number of monitoring solutions that you have in your environment? If you haven’t you are probably thinking - Why should I? I suppose if you draw an analogy to...
Yesterday I had the pleasure of attending Dell’s Technology Camp in Amsterdam. It was a full on day starting at 7.30am and I finally got back home at 11pm but it was a fascinating event....
The word 'transformation' is probably one of the most overused words in business and IT. I put my hands up and confess that in the past, as an enterprise management consultant, I have tagged...
My colleague David Johnson wrote a good blog earlier in the week on ‘Your Best Chance for Long-Term Employability as an I&O Professional’in which he discussed the key areas that I&O...
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...
The news this week in the UK has been awash with articles in relation to the potential problems that the Olympics 2012 could bring with reports of transport chaos, security rehearsals happening...
A Blueprint On How To Transform People, Process, And Technology Elements To Proactively Address Increasingly Complex Markets
In 2010, Sanofi, a large multinational in the healthcare market, embarked on a business transformation in response to increasing market complexity. Similar market complexities are affecting most...

As we move toward 2012, I can guarantee that many I&O leaders will have reviewed/defined what their strategy priorities are for the coming year, 3 years and maybe 5 years are. Hands up though: Who...
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,...
“If you are in the tech business, you need to be willing and able to change” This statement was made by Michael P Gregoire, CA Technologies’ (CA) new CEO and it pretty much summed...
Did the word ‘free’ prompt you to read this post :-) ? Stephen Mann’s post a couple of weeks ago on ‘Giving Back To The IT Service Management Community’...
The operational hub of any well-run and complex organization is a strong operations center. In IT infrastructure and operations (I&O), this function is often fragmented into pockets that tend to be...