I’m Back To End User Client Computing… With A New Role Focus!

 

 

“Hello, I’m J. P. Gownder, and I serve Infrastructure and Operations professionals!” That’s my new greeting to Forrester’s clients. (I borrowed – aka “stole” – this opening line from my excellent colleague, Laura Ramos, who recently rejoined the Forrester analyst ranks herself).

After eight years in a variety of roles at Forrester, I’ve joined the Infrastructure and Operations (I&O) team as a Vice President and Principal Analyst. I’ll be collaborating with analyst colleagues (please see below) on I&O’s forthcoming Workforce Enablement Playbook. I&O pros face the constant challenge of empowering their companies’ workers with devices and services to make them successful in their jobs… as well as navigating the growing challenge of employees who choose to bring their own technology to work instead.

More specifically, I’ll be researching at least five issues pertinent to I&O pros:

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Get Bullish On Software: Three Data Points From Our Business And Software Decision-Maker Surveys

I’m bullish on software — specifically design and engineering — and I’m starting to see that many of today’s business leaders share that opinion as they come to terms with digital disruption and the age of the customer’s impact on their competitive strategies. I hear this often as I travel to meet with both business and IT leaders, and I increasingly see it in the survey data we annually collect. What do I see in our most recent Forrsights Business Decision-Makers Survey, Q4 2012 and Forrsights Software Survey, Q4 2012 results? Software, from design through development, matters:

  • Business leaders have revenue growth first and foremost on their minds. On average, 70% of these business leaders place a high or critical priority on revenue growthcustomer acquisition and retention, and addressing rising customer experience expectations for 2013. Our data suggests business leaders are 50% more likely to identify these as critical initiatives than they do margin improvement or reducing operating costs. Growth and customer experience improvement take business priority.
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iSPIRT: Why India’s New Software Think Tank Will Struggle To Make A Big Impact

 

Thirty software product members of NASSCOM, the industry association for the IT BPO sector in India, announced that they would form a group to expand the software ecosystem in India: the Indian Software Product Industry Round Table, or iSPIRT. The key driver behind this development appears to be NASSCOM’s limited focus on software product companies in India. iSPIRT plans to:

  • Convert ideas into policy proposals to take to government stakeholders
  • Enable product startups to discuss issues through a dedicated platform (productnation.in)
  • Create awareness for the adoption of software products within the Indian SMB sector
  • Work with NASSCOM and other industry associations to provide a platform for product start-ups
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Automation: Is It The Only Way For IT To Really “Do More With Less”?

The changing business and IT landscapes bring increased demand for IT (or IT services) AND increasing complexity. The slide below (a tweaked version of a genuine Glenn O’Donnell original) paints a picture of increasing complexity and an impending capability gulf; if it isn’t already here.

So can IT organizations cope by increasing their manual ability, usually by employing or buying in more people resource?

Even if they could get suitable resource (availability and recruitment can be issues), could the parent business afford the jump in labor costs as these continue to be a highly-visible element of overall IT service delivery costs? Adding more people doesn’t necessarily fit in with the now oft-quoted mantra of “do (or deliver) more with less.”

A recent webinar with ServiceNow looked at drivers for and opportunities from automation, and how to approach building the business case for service management AND automation. Where Forrester defines automation as:

“Tools that perform functions otherwise done by humans.”

If you want to cut to the chase (i.e. don’t want to read the blog) …

… Then the on demand webinar can be found here: http://info.servicenow.com/LP=1021 (sign up required)

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