If you are in the office when reading this blog post, please take a moment to look around to your colleagues and register what they're doing. Are they on the phone? Using their BlackBerry's? Do they have an iPhone on their desk? Are they using the PC? What for?
To understand better how employees perceive and use technology Forrester recently launched a product called Workforce Technographics(R). We surveyed 2,000 people in the US with jobs in which they use a computer covering topics like how much time they spend with their computers and phones, which applications they use daily or even hourly, what applications they find indispensable, who they work with, and much more.
with some of my Forrester analyst colleagues earlier today I listened into the
conference call hosted by executives of both - Dell and Perot Systems - to explain the rationale behind Dell's
announcement to buy Perot for US$ 3.9 billion cash. There has been some
speculation lately about Dell possibly making such a move, but the timing and
the target they finally picked came as a bit of a surprise to everyone. The speculation was rooted in some of the statements made by Steve
Schuckenbrock, President of Large Enterprise and Services at Dell, earlier this
year where he pronounced that Dell would get much more serious around the
services business. Now, you would of course expect nothing less from someone
like Steve - after all he has spend much of his professional career prior to
Dell as a top executive in the services industry (with EDS and The Feld Group).
To this end Steve and his team finally delivered on the expectation, even more
so as this had not been the first time that Dell promised a stronger emphasis on
I talked recently with the SAP CRM management team and partnering with SAP appears to becoming less onerous for vendors of customer-facing complementary software products. Many of these interaction-centric products in areas such as email management, knowledge management, and communication channel management had been forced into a go-it-alone strategy when looking to integrate with SAP CRM and Customer Service installations due to complex partnering rules and high fees. In a recent briefing, SAP appears to have loosened the reins a bit – structuring mutually beneficial agreements with a number of companies (announcements to follow) outside of their traditional partner channels. This bodes well for all three stakeholders in such a relationship: SAP, who broadens the capabilities of its product with well-integrated point solutions; independent software vendors, who can now work with SAP to tighten integrations; and users, who will benefit from co-marketed, tested solutions. As an indication that this is not just trading logos on PowerPoint decks, in at least one case, most of the work to integrate the products is taking place by SAP within the SAP product. Expect more news about the specifics of this new strategy in next few weeks. This is a vast change from prior policies which offered potential “partners” two choices – take it or leave it.
I just published a doc “Footwear
Manufacturers’ Cross-Channel Experience, 2009” with the results of
Cross-Channel Reviews of the four leading footwear manufacturers: adidas, New
Balance, Nike, and Puma. We tried to complete standard user goals (looking for
running shoes, buying a pair, and then tracking the order) in several channels
(Web, IVR, phone, and email) and then looked at the experiences across
I am off to the annual itSMF USA conference in Dallas TX, better known as Fusion 09. This is expected to be the biggest and best IT Servcie Management conference yet and the pinnacle of the itSMF USA organizations progress to date. I hope these predictions come true because I am an avid supporter of itSMF and its mission to promote service management excellence.
As one element of a new partnership between Forrester Research and itSMF USA, we will be holding one-on-one meetings between conference attendees and Forrester analysts. Both my delightful and brilliant colleague Evelyn Hubbert and I will be there and we look forward to one-on-one meetings with as many people we can fit in!
With all the wonderful sessions that will be happening at the conference, it is tough to pick favorites. Still, here are the sessions I hope to catch while I'm there.
Ok, so there is a bit of wait and see until Monday when the FCC Chairman makes the anticipated announcement, but here's a first take:
Who, I ask, is on the side of the consumer? This WSJ article discusses how Obama is taking the side of Silicon Valley. Republicans seem to be taking the side of the carriers. WHO is on my side as a consumer?
Most consumers are NOT demanding the ability to stream unlimited video to their cell phones. In fact, very few are even looking for video capability in their next handset purchase. If you are a Forrester client, come ask me/us for the data - we can show you. Consumers are more interested in their battery lasting all day than streaming video ... which will kill it.
What consumers WANT from their wireless service providers is high quality, reliable voice services. Really, it is. We ask consumers year in and year out what it is they want in a wireless service provider. Quality of service and value always come out on top.
As many of my readers know, for years I’ve been quite skeptical about non-mainstream BI solutions, such as BI SaaS. Security, control, operational risk, data, metadata and application integration are just some of the requirements for enterprise BI that are still on my watch list as potential reasons to be weary about BI SaaS. However, I am also a very pragmatic analyst and truly believe that nothing but supply and demand drive the markets. And I am now, slowly but surely, beginning to believe there couldn’t be a better case for demand for BI SaaS especially after findings from one of the project that I am currently conducting.
I recently talked to a few dozen non-IT professionals (specifically in front office roles, such as sales and marketing) across multiple industries, regions and company sizes. Guess how many of them fully or partially relied on IT for their day to day operational and strategic information needs? BIG FAT ZERO!!! This finding was a huge surprise to me – yes, I did expect to find something like less then 50% reliance on IT, but I surely did not expect to find 0%.
As teams become more agile, or, add more agile like practices to traditional
development practices, I’m seeing increasing frustration on the part of test
managers. Rapid development cycles and scrutinized bottom lines are putting
more pressure on them to deliver comprehensive testing in tighter time
frames. More and more testing is being taken on by development teams, and while
that is a positive trend to be sure. More stringent testing performed by
development is a good thing, as a long time QA manager myself, I used to pray
for consistent unit and integration testing, but, ultimately, developers are not
trained to think in the same way that QA does. Development testing is meant to
ensure that the code, service, or integration performs the way it was conceived;
it doesn’t always cover the assurance that the business process is being met
and it doesn’t replace the end to end perspective that an organization needs to
ensure that the highest quality software is being delivered. Development testing
is faster, to be sure. End to end testing takes more time, but it’s necessary.
Test managers must do something to prevent testing being co-opted by development
at the expense of business value.