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Rich Lane

Senior Analyst

Rich serves infrastructure and operations (I&O) professionals as a Forrester analyst. His expertise focuses on operations intelligence, including advanced analytics, machine learning, and AI-related techniques for enterprise, application, infrastructure, and services performance monitoring and management, service delivery, and business insights. He has a passion for how automation and machine learning can free I&O practitioners from traditional maintenance and incident management activities, so they can spend their time making IT services more valuable for the business.

Previous Work Experience

Rich joins Forrester from the leading enterprise software provider of machine learning and analytics solutions that enable organizations to monitor, identify, solve, and predict issues across their IT ecosystem. Rich engaged with customers across multiple verticals (pharma, finance, public utilities) to design and implement solutions that provide real-time insight into their operations and performance from both an IT and business perspective. Prior to this, Rich spent several years at Bain Capital and Marsh & McLennan designing incident and problem management processes from the ground up and implementing them throughout infrastructure and operations. He also managed infrastructure modernization and automation efforts to optimize performance and operations. Earlier in his career, Rich managed teams on large-scale data management projects and worked in other IT roles for internet startups and software companies. Rich also spent five years traveling the world in the United States Marine Corps as an avionics specialist.

Education

Rich has an MBA from the F.W. Olin Graduate School of Business at Babson College and is ITIL Foundations (V3) certified.

Rich serves infrastructure and operations (I&O) professionals as a Forrester analyst. His expertise focuses on operations intelligence, including advanced analytics, machine learning, and AI-related techniques for enterprise, application, infrastructure, and services performance monitoring and management, service delivery, and business insights. He has a passion for how automation and machine learning can free I&O practitioners from traditional maintenance and incident management activities, so they can spend their time making IT services more valuable for the business.

Previous Work Experience

Rich joins Forrester from the leading enterprise software provider of machine learning and analytics solutions that enable organizations to monitor, identify, solve, and predict issues across their IT ecosystem. Rich engaged with customers across multiple verticals (pharma, finance, public utilities) to design and implement solutions that provide real-time insight into their operations and performance from both an IT and business perspective. Prior to this, Rich spent several years at Bain Capital and Marsh & McLennan designing incident and problem management processes from the ground up and implementing them throughout infrastructure and operations. He also managed infrastructure modernization and automation efforts to optimize performance and operations. Earlier in his career, Rich managed teams on large-scale data management projects and worked in other IT roles for internet startups and software companies. Rich also spent five years traveling the world in the United States Marine Corps as an avionics specialist.

Education

Rich has an MBA from the F.W. Olin Graduate School of Business at Babson College and is ITIL Foundations (V3) certified.

Rich Lane's Most Recent Research

Research

Build The Business Case For AIOps

Justify Your AIOps Investment Using Forrester's Total Economics Impact™ (TEI) Methodology
April 5th, 2021 | Rich Lane

Enterprises around the globe are rapidly modernizing their businesses and have higher expectations than ever for delivering exceptional digital experience...

8 min read
Research

The Forrester Guide To Incident And Crisis Management

The New Incident Management Embraces Resilience Engineering And Collaborative Platforms
February 24th, 2021 | Charles Betz, Rich Lane

Digital services are ever more critical to human well-being. Customers, as well as other stakeholders, are increasing the pressure on providers to respond...

13 min read
Research

Measure What Matters In Modern Technology Operations

Performance Management: The Modern Technology Operations Playbook
February 23rd, 2021 | Rich Lane

Many infrastructure and operations (I&O) leaders and their teams struggle with how to measure the performance of the services they deliver in a business...

7 min read
Research

Deliver Better IT Assurance With Modern Technology Operations

Executive Overview: The Modern Technology Operations Playbook

By adapting processes, technologies, organizational structures, and governance, infrastructure and operations (I&O) pros can harness modern technology...

6 min read
Research

Build The Business Case For Modern Technology Operations

Business Case: The Modern Technology Operations Playbook
December 21st, 2020 | Rich Lane, Will McKeon-White, Charles Betz

Enterprises around the globe are rapidly digitizing their businesses — a transformation further accelerated by the global health crisis — and have higher...

10 min read