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  • Elinor Klavens

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  • For Infrastructure & Operations Professionals

    Report

    Report Cracking The Collaboration Conundrum: Accelerate Customer Focus With ChatOps

    May 24, 2017 | Elinor Klavens, Robert Stroud

    Development and operations (DevOps) exploded the scope of responsibility for infrastructure and operations (I&O) professionals; now they must take a full life-cycle view of services and understand...

  • For Infrastructure & Operations Professionals

    Report

    Report DevOps Heat Map 2017

    Landscape: The Modern Service Delivery Playbook
    May 11, 2017 | Robert Stroud, Elinor Klavens

    Development and operations (DevOps), the purview of unicorns, is now transitioning to the mainstream. Business technology (BT) leaders are realizing that Agile is no longer enough; they need to...

  • For CIO Professionals

    Report

    Report DevOps: The CIO's Guide To Velocity

    March 2, 2017 | Robert Stroud, Elinor Klavens

    Chief information officers know they need to provide superior and differentiated customer experience (CX), and transitioning their software delivery model to fast, frequent releases is a key...

  • For Infrastructure & Operations Professionals

    Report

    Report A Dangerous Disconnect: Executives Overestimate DevOps Maturity

    February 21, 2017 | Elinor Klavens, Robert Stroud

    Development and operations (DevOps) is a term that's getting a lot of buzz — but there's also a lot of misinformation associated with it. Nevertheless, it's proving to be a profound driver of...

  • For Infrastructure & Operations Professionals

    Report

    Report ChatOps: The Missing Ingredient To Improve Customer Experience

    DevOps Demands The Speed, Context, And Collaboration Of ChatOps
    January 6, 2017 | Elinor Klavens, Milan Hanson

    Information sharing and communication are slowing down distributed infrastructure and operations (I&O) teams when they're trying to make decisions or restore service. ChatOps offers an assisted...

  • For Infrastructure & Operations Professionals

    Report

    Report Build A Fitter ITSM Practice

    Processes: The Workforce Enablement Playbook
    November 3, 2016 | David K. Johnson, Elinor Klavens

    Organizations everywhere have begun digital business transformations to stimulate long-term growth. But many are ignoring their most precious assets — the people who sustain and improve the...

  • For Infrastructure & Operations Professionals

    Report

    Report Use The Service App Store To Enable Customer Obsession In I&O

    July 21, 2016 | Bill Martorelli, Elinor Klavens

    Emerging from consumer app store models, the service app store concept is now becoming an alternative for infrastructure and operations (I&O) professionals because business technology (BT) users...

  • For Infrastructure & Operations Professionals

    Report

    Report Six Trends That Will Shape DevOps Adoption In 2016 And Beyond

    Benchmarks: The Modern Service Delivery Playbook
    June 30, 2016 | Amy DeMartine, Elinor Klavens

    Infrastructure and operations (I&O) organizations are in various stages of adopting DevOps methodologies, making headway with parts of DevOps adoption while backtracking on others. This report...

  • For Infrastructure & Operations Professionals

    Report

    Report Brief: Good DevOps Requires Collaboration, Automation, And Cultural Change

    The Good, The Bad, And The Ugly Of DevOps, Part One Of Three
    June 21, 2016 | Amy DeMartine, Elinor Klavens

    Modern service delivery is the new frontier of service and application delivery. As organizations focus on improving the customer experience, the speed and quality of delivering applications and...

  • For Infrastructure & Operations Professionals

    Report

    Report Brief: Break Your Bad DevOps Habits

    The Good, The Bad, And The Ugly Of DevOps, Part Two Of Three
    June 21, 2016 | Amy DeMartine, Elinor Klavens

    Infrastructure and operations (I&O) teams are full of good modern service delivery intentions. However, they fall short in some key behaviors and technology areas that support development and...

  • For Infrastructure & Operations Professionals

    Report

    Report Brief: Embrace The Need For Speed To Avoid Ugly DevOps Practices

    The Good, The Bad, And The Ugly Of DevOps, Part Three Of Three
    June 21, 2016 | Amy DeMartine, Elinor Klavens

    Infrastructure and operations (I&O) needs to speed up its release cadence, but business customers aren't willing to wait — they want their applications and services now! To serve these powerful...

  • For Infrastructure & Operations Professionals

    Report

    Report Gear Up For Next-Generation Service Support: Millennials Are The New Frontier

    Prepare Your Service Desk For The Demands Of This New Workforce
    May 2, 2016 | Elinor Klavens, Christian Kane

    Millennials are becoming the largest demographic group in your workforce. Their experience with digital technology shapes their expectations of and behavior in the workplace. I&O professionals must...

  • For Infrastructure & Operations Professionals

    Report

    Report Vendor Landscape: ITSM SaaS Solutions

    I&O Pros Can Narrow A Crowded Field By Answering Five Key Questions
    February 19, 2016 | Eveline Oehrlich, Elinor Klavens

    Most infrastructure and operations (I&O) organizations have already adopted IT service management (ITSM) tools in some form, with many aggressively expanding their use cases. These solutions still...

  • For Infrastructure & Operations Professionals

    Report

    Report Predictions 2016: Automation Drives Growth

    How I&O Pros Will Accelerate BT Agenda Execution With Software-Defined And Agile Everything
    November 19, 2015 | Jean-Pierre Garbani, Amy DeMartine

    In 2015, infrastructure and operations (I&O) leaders and their teams laid foundations for and shifted some investment to the business technology (BT) agenda — the to-do list for applying...

  • For Infrastructure & Operations Professionals

    Report

    Report Five Key Initiatives To Wow Your Workforce With Your Service Desk

    Extend Your Service Desk Automation Now
    September 18, 2015 | Elinor Klavens, Eveline Oehrlich

    Each interaction between your employees and your service desk affects the reputation of the entire infrastructure and operations (I&O) team. To delight (or, as we like to say, wow) members of your...

  • For Infrastructure & Operations Professionals

    Report

    Report The State And Best Practices Of Your Service Catalog Initiative

    Don't Just Build A Service Catalog — Market Your Services To Your Business
    August 5, 2015 | Elinor Klavens, Chris Gallacher

    An effective service catalog provides self-service access to the technology services that enable employees to increase productivity and achieve greater workplace satisfaction. The journey to a...