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

Vikram leads the forecast team, which is responsible for producing all forecasts within M&S research. He is focused on the consumer commerce areas including retail, travel, and financial services. He is keenly involved in understanding the evolution of consumers' online behavior and technology adoption.
Vikram came to Forrester Research through its acquisition of Jupiter Research, where he started in July 2000. Prior to Jupiter, Vikram worked at IRI, a leading market research company, where he worked closely with some of the leading CPG companies.
Vikram often appears on TV, radio, and comments in the press on the US online retail and travel industry. He has been quoted in The L.A. Times, Business Week, The New York Times, CNN Money, and American Banker. He has also appeared on CNBC, Bloomberg TV, and Radio, NPR, Fox Business News, and ABC.
Vikram earned an M.B.A. from Virginia Tech and a B.Com from N.M College in Mumbai, India.
In a recent Forrester report — Develop Your Service Management And Automation Balanced Scorecard — I highlight some of the common mistakes made when designing and implementing...
I bet in your head you just sang “What’s Going On” to yourself – I hope that you did, it’s a classic. Anyway, it’s that time again … my Forrester colleague...
Remember 2011? It seems a long time ago already. At the start of August, I wrote a speculative blog called Giving Back To The IT Service Management Community which was somewhat of a personal plea for...
Charts & Figures results for

Evaluate The Core And Differentiating Capabilities In An Increasingly Crowded Marketplace
My customer experience with T-Mobile UK (or was it EE — Everything Everywhere, the joint venture between Deutsche Telekom and France Télécom in the UK?) last Friday was so...
In a “spare” hour this afternoon I needed to create a list of the Top 20 ITIL adoption mistakes for a Forrester client. An hour later (I made sure I time boxed myself to avoid...
Is it a blog? Is it a musing (that’s not “amusing”)? Or is it just a cheap attempt to pick the brains of others smarter than myself? Does it matter? Can I do anything other than ask...
A recent Forrester report helps IT infrastructure and operations (I&O) leaders understand the business and IT impact of service management and automation (SMA). While both IT service management...
IT service management (ITSM) has a number of definitions from a variety of sources. Starting with the ITIL (the ITSM best practice framework)-espoused definition: “The implementation and...
IT infrastructure and operations (I&O) people have long bemoaned their service desk or IT service management (ITSM) tools. It’s a fact of life, well ITSM-life anyway, and analysts will often...
Help mummy, that horrible man is talking about finance again. I jest, but I very nearly titled this blog “Warning: This Blog Is About IT Financial Management And ITIL.” Sorry,...
Sorry but I’m “frustrated of Peterborough” (but not directly at IT for once). Having just come off a half an hour call with two “major credit card provider”...
I promised a second blog based on the English-language presentations at the itSMF Norway annual conference but then I had a better idea … rather than just giving you the something akin to...
In response to a number of Forrester client inquiries and as part of the #Back2ITSM activities, before Christmas I polled a number of IT service management tool vendors about their views on IT...
ITIL is such a commonly used word in the kingdom of IT service management (ITSM) that it is easy to assume it to be a global phenomenon (how many people say “ITIL” when they mean, or...
Warning: my soapbox is well and truly out … When will our IT Support people learn (or be taught)? Listening to a family member talk about the issues they’re having with their corporate...
This blog has been kindly provided by Sandy Winschief, a vendor/supplier management specialist at TCS, who previous provided: A Late New Year’s Resolution: Be Nice To A Supplier And See What...
A while ago, in fact too long ago (but not in a galaxy far, far away), I wrote a blog called Giving Back To The IT Service Management Community where I surmised that IT service management (ITSM)...
As a follow up to his presentation at the 2013 itSMF Norway conference, Stuart Rance of HP has kindly donated some practical advice for those struggling with availability. Many IT organizations...
My most popular blog of 2012 wasn’t written by me … but I guess you might have expected this if you’ve already read a few. That blog's author, an end-user (or is that a...
It sounds like the start of a bad Christmas cracker joke. Maybe the title of this blog should actually be, “Why Should Buying An IT Service Management (ITSM) Tool Be Like Buying A Car?”...
I guess I should have expected this (but alas I didn’t) – the Capita ITIL, the IT service management best practice framework, joint venture with the UK government wasn’t big news....
On a recent recording of the IT Service Management Weekly Podcast Rest of the World Edition (#ITSMWPROW on Twitter), one of my co-hosts - James Finister, an ITSM consultant at TCS (Tata Consultancy...
A little while back Martin Thompson at the ITSM Review wrote an interesting blog on the complexity of IT service management (ITSM) tool pricing:...
People-related IT service management (ITSM) blogs seem to be popular. Two based on the ABC of ICT work of Paul Wilkinson and his GamingWorks colleagues are amongst my most popular and more...
I recently recorded a SaaS-related on-demand webinar with Patrick Bolger of Hornbill and as with my recent blog on service catalog with ServiceNow it seemed an easy opportunity to turn some of my...