Glenn O'Donnell

VP, Research Director serving Infrastructure & Operations PROFESSIONALS

Glenn serves Infrastructure & Operations Professionals. He is widely regarded as a top thought leader in IT service management, IT operations, and the broader social implications of technology evolution. Glenn's specialties are in data center automation and operational excellence. He is the co-author of The CMDB Imperative, a book on configuration management database (CMDB) best practices.

Previous Work Experience

Prior to joining Forrester, Glenn was a major force in transforming EMC's resource management software business as a marketing lead and strategic contributor. He is also a former IT operations analyst at Meta Group. Most of Glenn's career encompassed 21 years in various companies within the Bell System, including Western Electric, Bell Labs, AT&T, and, finally, Lucent Technologies, where he held increasingly influential roles in technology development, IT operations, and enterprise architecture.


Glenn studied electrical engineering at Lincoln Technical Institute and computer science at Moravian College.

Glenn O'Donnell's Research

  • For Infrastructure & Operations Professionals

    Report: Develop Your Road Map For Service Management And Automation Processes

    This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their road map of service management and automation processes (SMA) using Forrester's Tec...

  • For CIOs

    Report: Cloud Keys An Era Of New IT Responsiveness And Efficiency

    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 popu...

  • For Infrastructure & Operations Professionals

    Report: Service Catalog — Your Prerequisite For Effective IT Service Management

    The vision and purpose of effective IT service management is to efficiently develop, operate, and deliver services with value and alignment to the business. To do this, IT must transform itself ...

  • For Infrastructure & Operations Professionals

    Report: Drive Infrastructure Transformation With Service Design

    Infrastructure and operations (I&O) teams have a broader charter in the age of the customer. The infrastructure transformation playbook provides a blueprint for the service design approach that ...

  • For Infrastructure & Operations Professionals

    Report: Become Customer-Centric, Service-Focused, And Automated

    This report outlines the future look of Forrester's solution for IT infrastructure and operations (I&O) leaders planning the future of their service management and automation (SMA) program. This...

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