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: Drive Infrastructure Transformation With Service Design

    As your firm invests more in business technology (BT) that helps win, serve, and retain customers, the entire technology management organization must concentrate on driving innovation. The infra...

    • Downloads: 376
  • For Infrastructure & Operations Professionals

    Report: Cloud Services Are Transforming Your Industry — Act Now To Thrive

    Cloud computing can be a game-changer for your enterprise — but it's also rife with misinformation. A confusing array of cloud definitions and erroneously identified "cloud" solutions are ...

    • Downloads: 159
  • For Infrastructure & Operations Professionals

    Report: Top Technologies For The Infrastructure & Operations BT Agenda

    Your company's only route to sustainable competitive advantage is to deliver a superior customer experience. Because your customers, channels, competitors, and coveted talent are digital, your c...

    • Downloads: 319
  • For Infrastructure & Operations Professionals

    Report: Service Design Is Your New Approach To Infrastructure

    Insular infrastructure development became counterproductive years ago, but now it is intolerable because service complexity and customer expectations have exploded. Thus, infrastructure and oper...

    • Downloads: 377
  • For CIOs

    Report: Brief: Four DevOps Plays Focus On Digital Agility

    In August 2014, the White House announced the creation of the US Digital Service, which promptly released the US Digital Services Playbook. This playbook, which spans the fields of customer expe...

    • Downloads: 353
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