Plea For Sanity. Ban The *-As-A-Service Moniker

Mike Gualtieri

Guilty! You will find SaaS, IaaS, and PaaS terms in my past research documents and blogs posts. But I have decided to stop using the *-as-a-service moniker because it is a redundant pleonasm like horseless carriage, wireless phone, and absolutely necessary - meaningless because it is excruciatingly redundant.

 Does “as-a-service” merely mean that “it”:

  • Resides in the cloud?
  • Is pay-per-use?

Stop the insanity.

Join me in pledging to eliminate-as-a-service (EaaS) the *-as-a-service term. Darn. There I go again.

Your Apps Portfolio In 2020: How Do You Get There From Here?

Phil Murphy

In Champions Of Change: The App Dev & Delivery Role In 2020, we began to think about the business climate in the year 2020 and how it affects the application development and delivery role. Building on that theme, turn your attention for a moment to your existing application portfolio.

UGH! Yes, that dark, dank, ugly bucket into which you've been dumping applications, enhancements, and upgrades for decades - that place where even though it is overflowing, only a few intrepid souls have the courage to look. What do you see? Duplication? Yes. Waste? Yes. Needless heterogeneity? Yes. A tangled mess of point-to-point, siloed, marginally integrated apps and data seething and roiling with cost, complexity, and other innovation-crushing-demons?

If you are both truthful and like most of your peers, there is only one answer: Yes, to all of the above! OK, so let's stipulate that's at least partially true for all of us and that there is a chasm between that "place where demons be" and where your business leaders would like to be today. How will you begin to sort it out, state its health and future usefulness, then reshape it toward the future that awaits us in 2020? Do you even try? Here are a few schools of thought meant to spur debate:

Scenario 1 - You don't even try, because you know you'll rewrite all those apps before 2020

  • May I just point out that your predecessors said the same thing about those 35-year-old COBOL programs still in your portfolio today?
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Update Your Application Development Sourcing Strategy To Drive Innovation And Differentiation

Forrester Technographics Data Points To Increased Communication Channel Usage With Inconsistent Satisfaction Ratings

Kate Leggett

The most recent data cuts from Forrester’s North American Technographics® Customer Experience Online Survey, Q4 2010 of how more than 3,400 consumers interacted with customer service organizations in the last 12 months highlight some interesting trends:

  • For the first time, web self-service topped the phone channel as the communication channel most widely used by customers to interact with customer service organizations.
  • Consumers use the phone channel 50% of the time. However, other channels are more widely used than the voice channel: 58% of the time, consumers search for an answer on the Web; 61% of the time they send an email to customer service; and 66% of the time they search a company’s FAQ.
  • Social channels are used for customer service, but numbers are very low (1% of customers used Twitter, but 6% of customers used forums).
  • Live-assist communication channels (phone, chat, cobrowse) have much higher satisfaction ratings than asynchronous electronic channels (email, web self-service). Satisfaction ratings are:  phone (74%), chat (69%), cobrowse (78%), email (54%), and web self-service (47%).
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Optimizing Software Development Sourcing To Drive More Customer Value

Diego Lo Giudice

The past few years haven’t been kind to software developers. Having the equivalent of a US master’s in computer science and having spent the first 20+ years of my professional life developing mission-critical software products and applications, I have had a hard time adjusting to the idea that developing software applications is a cost to avoid or a waste of time for many CIOs and application development leaders. It seems to me that we have been giving more emphasis to contracts, legal issues, SLAs, and governance concerns but forgetting about how IT can really make a difference – through software development. 

Nevertheless, outsourcing kept increasing, and packaged apps exploded onto the scene, and software developers “outplaced” from enterprises. People started to believe they could get more value and good-quality software cheaper…but could they really?

With BT, digitalization, and customer centricity exploding, today is the perfect moment for application development leaders to review their application development sourcing strategy and align it to their BT strategy.

Why? Many reasons, including:

  1. Software is the most important enabling technology for business innovation.
  2. Clients use software every day. It’s become part of their life, and they enjoy the experience. Better software makes a better experience.
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May Force.com Not Be With You

Mike Gualtieri

Lack Of Infrastructure Portability Is A Showstopper For Me

Salesforce.com bills Force.com as "The leading cloud platform for business apps." It is definitely not for me, though. The showstopper: infrastructure portability. If I develop an application using the Apex programming language, I can only run in the Force.com "cloud" infrastructure.

Don't Lock Me In

Q: What is worse than being locked-in to a particular operating system?

A: Being locked-in to hardware!

In The Era Of Cloud Computing, Infrastructure Portability (IP) Is A Key Requirement For Application Developers

Unless there is a compelling reason to justify hardware lock-in, make sure you choose a cloud development platform that offers infrastructure portability; otherwise, your app will be like a one-cable-television-company town.

Bottom line: Your intellectual property (IP) should have infrastructure portability (IP).

Champions Of Change: The App Dev & Delivery Role In 2020

Phil Murphy

Can you remember what life was like 10 years ago? How were your personal life and professional life different than they are today? Here are a few reminders about life in 2001:

  1. Smartphones weren't nearly as smart or ubiquitous, and the iPad, iPod, iTunes, and App Store didn't exist yet.
  2. Social media wasn't very social — Twitter was a verb, not a social media outlet, and Facebook was an odd way to refer to a photo album.
  3. The World Trade Center twin towers still stood in Manhattan.
  4. The financial meltdown over subprime mortgages hadn't yet occurred.
  5. East Timor, Montenegro, Serbia, and Kosovo were not yet independent nations.
  6. To even conceive that the Arab Spring revolutions could occur in one country, let alone several . . .
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Forrester's First-Ever Application Development Forum

Mike Gualtieri

Johnny Depp is coming to Boston. So too are application development professionals like you. Depp will make a movie about Paul Revere's legendary midnight ride 236 years ago to warn the revolutionaries that the British were coming. Application development pros will arrive in Boston on September 22, 2011, to attend Forrester's first-ever Application Development & Delivery Forum.

Boston is a great city of revolutionary ideas and rich history. This is the inspiration for the conference we have put together for you. Our goal is simple: Provide a fantastic two-day event for application development pros to:

  • Hear from leaders who have successfully transformed app development to deliver more customer value more quickly.
  • Learn from expert analysts about the latest best practices and technologies to speed transformation.
  • Share new ideas with peers.
  • Become more valuable to their organization.
  • Help their organization become world class at application development and delivery.
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The Emergence Of CXM Solutions, And Why The Term “WCM” Lives On

Stephen Powers

There has been a great deal of talk over the past few years about what acronym will replace WCM (web content management). Web experience management? Web site management? Web engagement management? Web experience optimization? The list goes on and on.

Certainly, the evolution of the WCM term makes sense on paper, since traditional content management functionality now only makes up a portion of the products that WCM vendors now offer. WCM vendors are also in the content delivery/engagement business, and are even dipping their toes into web intelligence. However, Forrester clients still overwhelmingly ask about “WCM” and that term isn’t going away any time soon.

But even without changing the acronym, it is time to start thinking about WCM beyond just managing content or siloed websites or experiences. Instead, we need to think of how WCM will interact and integrate with other solutions – like search, recommendations, eCommerce, and analytics – in the customer experience management (CXM) ecosystem in order to enable businesses to manage experiences across customer touchpoints.

How are we handling this convergence at Forrester? Several of us who cover various CXM products – like Brian Walker (commerce), Bill Band (CRM), Joe Stanhope (web analytics), and myself (WCM) – teamed up to outline what our vision of CXM looks like, including process-based tools, delivery platforms, and customer intelligence. We've created two versions of the report: one written for Content & Collaboration professionals and one for eBusiness & Channel Strategy professionals.

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Leave IT Order-Taking Behind — How To Become A BT Leader

John R. Rymer

[Forrester Principal Analyst Phil Murphy and I collaborated on this research — and the consulting projects that prompted it.]

Business technology demands that application development and delivery pros help business leaders define IT capabilities to drive business strategies and either create or broker delivery of those capabilities. To respond, app development and delivery pros must adopt new delivery methods, organizational models, roles, and processes. Providing excellent IT project execution and predictable IT utilities is now table stakes. Welcome to the world of BT — where the walls between IT and the business have faded or disappeared almost entirely.

Three case studies illustrate the paths that app delivery organizations will follow as they make the transition from IT order-takers to business technology (BT) leaders. (The company names have been fictionalized.)

  • "Services Inc." struggles to keep the lights on while the business expands globally. The IT group initially thought it needed a new software development life cycle (SDLC) and stronger project management. In fact, it needs much more: a productive relationship with line-of-business leaders, an application platform flexible enough to keep up with demands, and a refocusing of its efforts on the work that would help it globalize and that would truly differentiate it from competitors.

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