As many of you know, Forrester conducted a joint research study earlier this year, in conjunction with the US chapter of the IT Service Management Forum (itSMF-USA). The report is finally now available to the deserving. Forrester clients can download it using the normal access methods. Members of itSMF-USA will receive their copy from itSMF-USA. If you contributed, but do not fall into either category, Forrester will be sending you your copy.
You can read a few of the finding in my original post announcing the completion of the study. An example of the findings is the level of satisfaction with service desk solutions. While satisfaction in general is higher than one would think, a SaaS model has proven especially satisfactory:
Please let me know if you are having difficulty obtaining your report. Thank you again for all the participation that led us to these findings! We look forward to next year’s study!
There is growing evidence of a harmonic convergence of Infrastructure and Operations (I&O) with Security and it is hardly an accident. We often view them as separate worlds, but it’s obvious that they have more in common than they have differences. I live in the I&O team here at Forrester, but I get pulled into many discussions that would be classified as “security” topics. Examples include compliance analysis of configuration data and process discipline to prevent mistakes. Similarly, our Security analysts get pulled into process discussions and other topics that encroach into Operations territory. This is as it should be.
Some examples of where common DNA between I&O and Security can benefit you and your organization are:
Gain economic benefit by cross-pollinating skills, tools, and organizational entities
Improve service quality AND security with the same actions and strategies
Learn where the two SHOULD remain separate
Combine operational NOC and security SOC monitoring into a unified command center
Develop a plan and the economic and political justifications for intelligent combinations
On 22-Nov-2010, Attachmate Corporation announced it was acquiring the assets of Novell, Inc. Once on top of the IT world, Novell's glory had clearly faded. Along the way, however, it acquired several attractive assets of its own (e.g., PlateSpin, Managed Objects). Towards the end of its independence, the future certainly looked bleak for Novell and especially its management software businesses.
The immediate reaction to the Attachmate acquisition was skepticism among most industry watchers, including yours truly. My reaction was similar when Attachmate acquired NetIQ. After all, what rationale is there to a legacy mainframe software company buying either NetIQ or Novell? The perception was that all of these product families would be milked for their maintenance revenue and innovation, and other development would be killed. It now appears these fears were largely unfounded, though I stand by my original skepticism. Veterans like me have seen such things unravel before.
The various Novell assets have been redistributed across four companies in the Attachmate Group, with the management assets being assimilated under the NetIQ brand. While a full merger of the NetIQ and Novell assets will take at least a year, the (now) NetIQ team has moved with impressive speed to launch its initial consolidated families.
Ciscoannounced today its intent to acquire NewScale, a small, but well-respected automation software vendor. The financial terms were not disclosed, but it is a small deal in terms of money spent. It is big in the sense that Cisco needed the kind of capabilities offered by NewScale, and NewScale has proven to be one of the most innovative and visible players in that market segment.
The market segment in question is what has been described as “the tip of the iceberg” for the advanced automation suites needed to create and operate cloud computing services. The “tip” refers to the part of the overall suite that is exposed to customers, while the majority of the “magic” of cloud automation is hidden from view – as it should be. The main capabilities offered by NewScale deal with building and managing the service catalog and providing a self-service front end that allows cloud consumers to request their own services based on this catalog of available services. Forrester has been bullish on these capabilities because they are the customer-facing side of cloud – the most important aspect – whereas most of the cloud focus has been directed at the “back end” technologies such as virtual server deployment and workload migration. These are certainly important, but a cloud is not a cloud unless the consumers of those services can trigger their deployment on their own. This is the true power of NewScale, one of the best in this sub-segment.
Every day we read about technology vendors making acquisitions and merging with their competitors. Some recent examples: Verizon acquired Terremark for $1.4B to take a leadership role in IaaS, NetApp acquired Akorri to move up the virtualization stack, and the highly popularized "storage shoot out" in late 2010 between Dell and HP for 3PAR (ending with HP’s winning bid of $2.4B). Since there is no evidence to suggest a decrease in the pace of these acquisitions, it’s important for infrastructure and operations (I&O) professionals to keep a keen eye on these proceedings.
How do you schedule your service desk staff to ensure excellent staffing and achieve service-level targets? Does your service desk solution cover this?
The effective staffing of service desk analysts can be complicated. Leveraging historic volume levels for all of the communication channels is one way to plan ahead. Additionally, having insight into planned projects from other groups — e.g., upgrades of applications or other planned releases — is important as well to plan ahead.
Service desk teams should start automating the workforce management process as much as possible in order to meet the customers’ expectations. Some service desk solutions have the workforce management as part of their functionalities already. If this is a challenge for you today — make sure that you include this key requirement into your functionality assessment list. Use the ITSM Support Tools Product Comparison tool for your assessment.
In the past week I have been briefed by one vendor who has incorporated workforce management into their solution. helpLine 5.1 Workforce Management allows for optimized planning of the service desk team.
Almost every day I get the question: “We want to replace our ITSM support tool; which vendor should I look at?” There are many alternatives today and each vendor has certainly done a great amount of work to position themselves as the best. The success I had in consulting with these clients, and the knowledge I carry with me now, is thanks in part to the clients with whom I have discussed the ITSM space. They have all confirmed that the functionality across these vendors is very similar. This, however, does not help in decision-making — so I’m especially excited to have authored a three-piece research document which might take some magic out of the decision process when selecting ITSM support tools in the future.
Like many movements before it, IT is rapidly evolving to an industrial model. A process or profession becomes industrialized when it matures from an art form to a widespread, repeatable function with predictable result and accelerated by technology to achieve far higher levels of productivity. Results must be deterministic (trustworthy) and execution must be fast and nimble, two related but different qualities. Customer satisfaction need not be addressed directly because reliability and speed result in lower costs and higher satisfaction.
IT should learn from agriculture and manufacturing, which have perfected industrialization. In agriculture, productivity is orders of magnitude better. Genetic engineering made crops resistant to pests and environmental extremes such as droughts while simultaneously improving consistency. The industrialized evolution of farming means we can feed an expanding population with fewer farmers. It has benefits in nearly every facet of agricultural production.
Manufacturing process improvements like the assembly line and just-in-time manufacturing combined with automation and statistical quality control to ensure that we can make products faster and more consistently, at a lower cost. Most of the products we use could not exist without an industrialized model.