Charles Betz

Principal Analyst

Forrester Bio

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Introducing Forrester’s New Research To Support Enterprise Architects’ Priorities

Charles Betz April 26, 2022
There are few capabilities in modern technology more conflicted than enterprise architecture (EA, or often just “architecture.”) Predictions of EA’s demise are common. Notable influencers in digital-native firms such as Amazon VP Adrian Cockcroft believe that architects per se aren’t needed, because “that’s what managers do.” Stories abound of EA organizations being disbanded because they […]

Observations On The Atlassian Outage

William McKeon-White April 13, 2022
What Is Going On? One of our less pleasant responsibilities here at Forrester is commenting on serious business, security, or technical failures in the digital and IT industry. Due to its duration and the implications for a subset of the user base, the current Atlassian outage rises to that level. Atlassian is staking its future […]

Presenting The Forrester Wave™: Enterprise Service Management, Q4 2021

Charles Betz December 16, 2021
In 2017, Forrester expanded upon the IT service management market (ITSM) to establish enterprise service management (ESM) as a chosen area of coverage, continuing this research with a 2019 Forrester Wave™ evaluation. Now, we are pleased to announce The Forrester Wave™: Enterprise Service Management, Q4 2021. In 2018, ITSM vendors were still completing the transition […]

What’s In A Name? “Product” Versus “Service”

Charles Betz September 20, 2021
“What’s in a name? That which we call a rose By any other name would smell as sweet.” — William Shakespeare, Romeo and Juliet, Act 2, Scene 2 One conversation I’ve found myself in over the past 20 years is the debate over IT portfolio terminology: Application Service Product Platform Why is this important? Because organizations use […]

When Worlds Collide: IT & Product Management

Charles Betz August 27, 2021
Learn how the convergence of traditional IT practices with the discipline of product management can benefit your IT organization.

Product Teams: The New Iron Triangle

Charles Betz August 25, 2021
The concept of an “iron triangle” is an old one. In project management, it’s the trade-offs between cost, schedule, and scope. “Pick any two” is a common rule of thumb — that is, you can optimize for two but not three. One variation on the triangle is cost, schedule, and quality (scope is replaced by […]

Shared Services, Meet Product Management

Charles Betz August 3, 2021
If you want to be unpopular with an agile or DevOps team, tell them, “You need to use the shared service.” Shared services have a well-deserved reputation for bureaucracy, one-size-fits-all standards, long lead times, and high transaction costs. Shared services per se are not the problem. Amazon is a public, shared service, and it’s well […]

Expertise And The Shared Services Problem: A Conversation With Don Reinertsen

Charles Betz May 25, 2021
One of the biggest hurdles for DevOps is meeting the need for both specialists and generalists. Principal Analyst Charles Betz talks with DevOps expert Don Reinertsen about striking the right balance.

Product Centricity Is Coming To Your Organization

Charles Betz April 19, 2021
I talk to many Forrester customers every week who are transforming: digital, agile, DevOps, or some mix of the three. One common theme is an interest in product team organization. This has been a hot topic for some time, and interest still seems to be increasing. To explain what a product team is, I use […]

The New Change Management: Automated And Decentralized

Charles Betz January 11, 2021
Principal analyst Charles Betz provides key recommendations for modernizing IT change management in the wake of agile transformation.

COVID Drives M&A Activity In DevOps And IT Management

Sandy Carielli December 4, 2020
Learn how the pandemic's increased uncertainty and volatility has produced some attractive M&A opportunities in DevOps and IT Management.

The New Operating Model Is Upon Us

Charles Betz November 6, 2020
Challenging times call for creative responses and quick pivots. Learn how some organizations are rethinking innovation to thrive.

The DevOps Hypothesis Is Sound — Introducing The Q4 2020 Modern Technology Operations Survey

Charles Betz November 5, 2020
This year, I led my first custom survey research for Forrester, the Q4 2020 Modern Technology Operations Survey. We selected a random panel of 268 digital and IT professionals with day-to-day responsibility for operating digital systems. (We did not rule out developers, as long as they also had runtime responsibilities). We also looked for folks […]

The Second Edition Of Our Forrester New Wave™ Evaluation On Chatbots For IT Ops

William McKeon-White November 5, 2020
Today, we released: “The Forrester New Wave: Chatbots for IT Operations, Q4 2020.” We looked at the top nine vendors in the market today and evaluated them across 10 criteria. Organizations looking to improve employee technology experience or increase their automation capabilities can use IT chatbot platforms to: Deflect tickets from the help desk Automate […]

The Forrester Wave™: Continuous Delivery And Release Automation, Q2 2020

Charles Betz June 15, 2020
After releasing “The Forrester Wave™: Continuous Delivery And Release Automation, Q2 2020” earlier this month, it’s a good time to pause and reflect on (in the immortal words of the Grateful Dead) “what a long, strange trip it’s been.” We’re about 10 years into the DevOps journey. Industry progress is clear. IT and digital organizations […]

Accelerate With Enterprise Service Management

Charles Betz April 16, 2020
Enterprise service management (ESM) emerged from the crowded IT service management (ITSM) market. ESM expands service thinking and the service catalog into domains outside of IT as well as speeding up workflow development. By doing this, it is maturing into a general solution for enabling knowledge-centric value. Forrester expanded its coverage from ITSM to ESM […]

Agile, DevOps, And COVID-19

Charles Betz March 23, 2020
Now is not the time to revert back to old industrial practices. The world is going even more digital because of the COVID-19 crisis, and old industrial era thinking needs to be abandoned once and for all.

The I&O Organization Under Pressure

Charles Betz January 24, 2020
In the age of IT automation and self-provisioning, the role of the I&O team comes into question. Principal Analyst Charles Betz provides a detailed outlook on I&O’s future.

Yet More DevOps Trends For 2020

Charles Betz November 17, 2019
Principal Analyst Charles Betz goes beyond his 2020 DevOps predictions to highlight six more trends DevOps managers should be tracking in the coming year.

Predictions 2020: Three Big Changes In Store For DevOps

Charles Betz November 4, 2019
DevOps teams will see some new trends in 2020 that will impact their work in GRC, introduce new tools, and bring additional business value. Learn more from Forrester Principal Analyst Charles Betz.
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