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Charles Betz

Principal Analyst

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Charles Betz is Forrester’s lead DevOps analyst serving infrastructure and operations professionals globally. In this role, he covers continuous deployment and release automation, incident management, and emerging topics such as containers and chaos engineering. He also covers the transformation of “traditional” IT operations organizations into next-generation digital service organizations. He is also Forrester’s lead analyst for enterprise service management topics such as service portfolio management, service catalog, service desk, NOC, IT asset management, application discovery and dependency mapping, configuration management, and CMDB as well as the intersection of ITSM/ESM and DevOps. Finally, Charlie covers industry frameworks like ITIL, IT4IT, TOGAF, COBIT, and industry vertical frameworks.

With deep practitioner skills as a data architect, Charlie also specializes in the information architecture of the "business of IT" and can help mediate challenging, hard-to-resolve discussions around how to frame, build, and benefit from application, service, product, asset, and technology portfolios and IT data warehouses.

Previous Work Experience

Prior to joining Forrester, Charlie was chief architect for ATT’s Signature Client Group, where he was responsible for technical strategy with Fortune 100 clients. He served for six years as senior enterprise architect and VP for “business of IT” architecture at Wells Fargo. Charlie also held architect and application manager positions at Best Buy, Target, and Accenture, specializing in IT management systems, ERP, enterprise application integration, data architecture, and configuration management.

Charlie was a research director for IT portfolio management at Enterprise Management Associates, and as an independent consultant, he has advised organizations of all sizes on IT operating models and the "business of IT."

Education

Charlie has a BA (summa) in political science and an MS in software engineering, both from the University of Minnesota. He is adjunct faculty at the University of St Thomas (Minnesota), where he has taught a survey course in IT and digital management for the past four years. He was lead author on the report "Renewing the IT Curriculum: Responding to Digital, Agile, and DevOps," sponsored by the Minnesota State University system, and remains interested in higher education's response to digital transformation and the workforce. He has been an ITIL reviewer, COBIT author, and founding member of the Open Group’s IT4IT Forum. Charlie was also an initial reviewer invited by author Gene Kim to collaborate on The Phoenix Project, one of the most influential works in the history of IT management.

Charlie has authored two books: Architecture and Patterns for IT (two editions), a reference architecture for IT operating models, and Managing Digital: Concepts and Practices, a survey text incorporating Agile, DevOps, and Lean IT concepts, published by The Open Group Press for MIS and IT students. This material served as the foundation of the Digital Practitioner Body of Knowledge (DPBoK), a new, international standard, open source body of knowledge for the modern digital professional. Charlie currently serves as the chair of the Digital Practitioner Working Group and is a designated maintainer of the DPBoK.

Charles Betz is Forrester’s lead DevOps analyst serving infrastructure and operations professionals globally. In this role, he covers continuous deployment and release automation, incident management, and emerging topics such as containers and chaos engineering. He also covers the transformation of “traditional” IT operations organizations into next-generation digital service organizations. He is also Forrester’s lead analyst for enterprise service management topics such as service portfolio management, service catalog, service desk, NOC, IT asset management, application discovery and dependency mapping, configuration management, and CMDB as well as the intersection of ITSM/ESM and DevOps. Finally, Charlie covers industry frameworks like ITIL, IT4IT, TOGAF, COBIT, and industry vertical frameworks.

With deep practitioner skills as a data architect, Charlie also specializes in the information architecture of the "business of IT" and can help mediate challenging, hard-to-resolve discussions around how to frame, build, and benefit from application, service, product, asset, and technology portfolios and IT data warehouses.

Previous Work Experience

Prior to joining Forrester, Charlie was chief architect for ATT’s Signature Client Group, where he was responsible for technical strategy with Fortune 100 clients. He served for six years as senior enterprise architect and VP for “business of IT” architecture at Wells Fargo. Charlie also held architect and application manager positions at Best Buy, Target, and Accenture, specializing in IT management systems, ERP, enterprise application integration, data architecture, and configuration management.

Charlie was a research director for IT portfolio management at Enterprise Management Associates, and as an independent consultant, he has advised organizations of all sizes on IT operating models and the "business of IT."

Education

Charlie has a BA (summa) in political science and an MS in software engineering, both from the University of Minnesota. He is adjunct faculty at the University of St Thomas (Minnesota), where he has taught a survey course in IT and digital management for the past four years. He was lead author on the report "Renewing the IT Curriculum: Responding to Digital, Agile, and DevOps," sponsored by the Minnesota State University system, and remains interested in higher education's response to digital transformation and the workforce. He has been an ITIL reviewer, COBIT author, and founding member of the Open Group’s IT4IT Forum. Charlie was also an initial reviewer invited by author Gene Kim to collaborate on The Phoenix Project, one of the most influential works in the history of IT management.

Charlie has authored two books: Architecture and Patterns for IT (two editions), a reference architecture for IT operating models, and Managing Digital: Concepts and Practices, a survey text incorporating Agile, DevOps, and Lean IT concepts, published by The Open Group Press for MIS and IT students. This material served as the foundation of the Digital Practitioner Body of Knowledge (DPBoK), a new, international standard, open source body of knowledge for the modern digital professional. Charlie currently serves as the chair of the Digital Practitioner Working Group and is a designated maintainer of the DPBoK.

Charles Betz's Most Recent Research

Research

Assess The Viability Of An Open Source Project

June 9th, 2021 | Tracy Woo , Charles Betz

These days, organizations recognize open source as a viable alternative to commercial software and use it to further thought leadership and innovation...

18 min read
Research

Now Tech: Enterprise Service Management, Q2 2021

Forrester's Overview Of 30 ESM Providers
June 3rd, 2021 | Charles Betz , Will McKeon-White

Enterprise service management (ESM) offerings help enhance enterprise service delivery, support core IT service management (ITSM) processes, and speed...

6 min read
Research

The Forrester Guide To Cloud Standards, 2021

Understanding A Diverse, Multipurpose Ecosystem
May 12th, 2021 | Tracy Woo , Charles Betz

Cloud platforms are becoming the default choice for digital delivery; rapid provisioning and access to new functions are driving adoption. However, with...

12 min read
Research

The Product-Centric IT Operating Model Is Upon Us

Product-Based Orgs Are All The Rage, But Are They Right For You?
April 16th, 2021 | Charles Betz

Product teams are a hot topic. Technology vendors use them, but internal tech organizations are also interested in this approach. Many organizations worldwide...

10 min read
Research

Best Practices For Help Desk Chatbot Success

A Good User Experience Is The Key To Conversational AI Success
March 29th, 2021 | Will McKeon-White , Charles Betz

The chatbot value proposition is the creation of faster, self-service support features for customers and employees alike. But in practice, chatbots suffer...

11 min read