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.

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46 results in Reports

  • Glenn O'Donnell
  • 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...

    • Downloads: 2038
  • For CIO Professionals

    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 popular...

    • Downloads: 1474
  • For Infrastructure & Operations Professionals

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

    Yes, They Can Help Connect You With The Business

    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 from...

    • Downloads: 1988
  • 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 is...

    • Downloads: 1600
  • For Infrastructure & Operations Professionals

    Report:Drive Service Management Adjustments With Peer Comparisons

    This report outlines Forrester's solution to benchmark your service management and automation (SMA) initiative. To understand the current state and future of SMA, Forrester partnered with the USA...

    • Downloads: 1560
  • For Infrastructure & Operations Professionals

    Report:Turn Big Data Inward With IT Analytics

    The Future Of Service Monitoring And Management

    Your business is complex. Big data promises to manage this complexity to make better decisions. But the technology services that run your business are also complex. Many are too complex to manage...

    • Downloads: 1419
  • For Infrastructure & Operations Professionals

    Report:Inquiry Spotlight: ITIL, Q4 2008

    Every day Forrester sees growing interest in the IT Infrastructure Library (ITIL) in the form of client inquiries with our analysts. Between July 2007 and July 2008 Forrester's IT infrastructure and...

    • Downloads: 1090
  • For Infrastructure & Operations Professionals

    Report:The State And Direction Of IT Service Management: 2012 To 2013

    Forrester Research, in conjunction with itSMF-USA, conducted its second annual survey to understand the state of IT service management (ITSM) in 2012 and its direction in 2013 — a critical...

    • Downloads: 1146
  • For Infrastructure & Operations Professionals

    Report:Market Overview: IT Process Automation, Q3 2011

    Embrace IT Process Automation Technology As Your Foundation To Industrial IT

    The tasks of the IT infrastructure and operations (I&O) professional have become increasingly complex and susceptible to human error. This is a direct consequence of the sheer volume and...

    • Downloads: 1144
  • For Infrastructure & Operations Professionals

    Report:IT Operations 2009: An Automation Odyssey

    Prepare For The IT Automation Inflection Now

    A combination of forces, including skyrocketing complexity and severe economic pressure, are radically and irreversibly altering the IT landscape. New methods, new functional sourcing, and new...

    • Downloads: 999
  • For Infrastructure & Operations Professionals

    Report:Improving The Ops In DevOps

    Six Steps IT Ops Can Take To Build A Tighter Relationship With Development Groups

    As IT organizations struggle to deal with the changing IT and business landscapes, the concept of DevOps (development + operations = DevOps) has been singled out by many as the way in which...

    • Downloads: 1065
  • For Infrastructure & Operations Professionals

    Report:Managing The IT Management Software Portfolio

    For Tools, Follow A Shopping Mall Model Of Anchors And Boutiques

    Operational management tools have been used for well over a decade, but their assembly is akin to a jumble of jigsaw puzzle pieces, and the value of these tools remains ambiguous. Much of the...

    • Downloads: 888
  • For Infrastructure & Operations Professionals

    Report:Optimize IT Infrastructure Around Key Workloads

    The inside-out approach of engineers focused on technology for its own sake must stop: Your business cares about outcomes and holistic services, not server, storage, and network technologies. For too...

    • Downloads: 894
  • For Infrastructure & Operations Professionals

    Report:Knocking The NOC: Enter The New Operations Center

    The operational hub of any well-run and complex organization is a strong operations center. In IT, this function is often fragmented into pockets that tend to be too isolated. Such isolation is a...

    • Downloads: 1141
  • For Infrastructure & Operations Professionals

    Report:A Federated CMDB Remains Distant, But Start Now

    Those Who Wait For CMDB Stability Risk Organizational Irrelevance

    The configuration management database (CMDB) is a major topic for IT operations professionals, as maturing IT organizations now comprehend its pivotal role in operational process initiatives such as...

    • Downloads: 943
  • For Infrastructure & Operations Professionals

    Report:Drive Infrastructure Transformation With Service Design

    Executive Overview: The Infrastructure Transformation Playbook

    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...

    • Downloads: 580
  • For Infrastructure & Operations Professionals

    Report:Inquiry Spotlight: Network Monitoring And Management, Q1 2009

    Despite being one of the most mature domains of IT management, the landscape for network monitoring and management remains an area of constant discussion. Forrester answered the inquiries of numerous...

    • Downloads: 739
  • For Infrastructure & Operations Professionals

    Report:Assess Your Service Management And Automation Maturity

    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,...

    • Downloads: 812
  • For Infrastructure & Operations Professionals

    Report:Service Design Is Your New Approach To Infrastructure

    Vision: The Infrastructure Transformation Playbook

    Today's service complexity and sky-high end customer expectations mean that infrastructure and operations (I&O) teams must: 1) consolidate design across all infrastructure domains (silos) and 2)...

    • Downloads: 584
  • For Infrastructure & Operations Professionals

    Report:Reinvent The Obsolete But Necessary CMDB

    The CMDB Is Flawed, But A SIS Will Prove Priceless To Service Management

    The once-promising configuration management database (CMDB) has failed — but the original CMDB promise has not. To benefit from trends such as automation, cloud computing, DevOps, and big data,...

    • Downloads: 876
  • For Infrastructure & Operations Professionals

    Report:Assess Your IT Infrastructure Maturity

    Even though spending on server, storage, network, and facilities infrastructure consumes 50% of budgets, IT infrastructure and operations (I&O) leaders struggle to answer two critical questions: 1)...

    • Downloads: 702
  • For Infrastructure & Operations Professionals

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

    Executive Overview: The Cloud Computing Playbook For 2015

    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 but a...

    • Downloads: 452
  • For Application Development & Delivery Professionals

    Report:Navigate The Modern Application Delivery Landscape

    Amplified customer expectations in the age of the customer and the intensified competition they bring are accelerating the pace of modern application delivery. Process and organizational changes...

    • Downloads: 677
  • For Infrastructure & Operations Professionals

    Report:Prepare For The Industrial Revolution Of I&O

    Post-recession economics, combined with ever-expanding technology complexity, are quickly rendering established IT systems and operations obsolete and impractical. Follow the lessons of other...

    • Downloads: 742
  • For Infrastructure & Operations Professionals

    Report:The Shifting Sands Of IT Compel A New Landscape For IT Automation Tools

    Automation is critical to the efficient and consistent execution of nearly all businesses. Ironically, while IT is the organizational entity responsible for automating business execution, it remains...

    • Downloads: 669