The Deadly Sins of IT Maturity Assessments

John Rakowski

On the 7th August I will be taking part in a webinar that looks at how to ‘Boost Your IT Maturity With ITSM’ and I have a confession to make – I love IT Maturity Assessments. You may also love them but my love comes from the fact that I used to be an enterprise system and service management consultant and today I want to confess my sins. 

As you may know, maturity models and assessments are a cornerstone of many System Integrator service offerings. During my time as a consultant on a number of ‘IT transformation’ projects in the UK, the companies that I worked for would use maturity assessments as part of their standard go-to-market offerings. In terms of my role, I would use ITIL and systems management maturity models and my promise to the customer was that working with me would get them to that next level of maturity. While I believed I was truly helping the customer, I knew, deep down, that maturity models were a way of cementing continued business and that unfortunately within a year I would be on another project meaning I would not be there to see the improvement roadmap move forward. 

But today I want to start my rehabilitation. I still believe that IT maturity assessments hold a lot of value for Enterprise IT but I&O professionals needs to be aware of the following 5 deadly sins:

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Our Voice-Controlled Computing Future: How Workers Use Voice Commands Today

JP Gownder

Voice-controlled intelligent assistants offer a tantalizingly productive vision of end user computing. Using voice commands, users can extend the computing experience to not just mobile scenarios, but to hyper-mobile, on-the-go situations (such as while driving). With wearables like Google Glass, voice command promises even deeper integration into hyper-mobile experiences, as this video demonstrates. And voice controlled intelligent assistants can also enable next-generation collaboration tools like MindMeld.

In spite of this promise, there remains a lurking sense that voice control is more of a gimmick than a productivity enhancer. (As of the time I posted this blog, a Google search for Siri+gimmick yielded… “about 2,430,000 results”). To see where voice control really stands, we surveyed information workers in North American and Europe about their use of voice commands.

Information workers’ use of voice control today:

In reality, many information workers with smartphones are already using voice commands – at least occasionally. Our survey revealed that:

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Q&A with Tod Pike, Senior Vice President, Samsung Enterprise Business

JP Gownder

Today, Samsung places much greater strategic emphasis on its enterprise business, which is now a “top three priority” globally for the company. Symbolizing this new commitment to enterprise customers, on June 11th Samsung opened a new Executive Briefing Center (EBC) in its Ridgefield Park, NJ office. The EBC offers enterprise customers and Samsung’s many partners an opportunity to experience Samsung’s vertically-optimized enterprise offerings in context.

I attended the opening, which enjoyed executive-level support from the President and CEO of Samsung Electronics North America Yangkyu (Y.K) Kim, President of Samsung Electronics America Tim Baxter, and Senior Vice President, Samsung Enterprise Business Tod Pike. I also spent an hour learning more about the Samsung value proposition for enterprise customers from Tod, including the excerpted Q&A below.

Samsung’s Enterprise Business Division focuses on a vertical strategy that includes Education, Healthcare, Retail, Financial Services, and Hospitality... and which isn’t just about devices, though their product offerings in hospitality TVs, notebook and tablet PCs, virtualization, wireless printers, and digital signage play a prominent role. Samsung also brings together enterprise-savvy partners like Crestron and Nuance Communications – along with numerous systems integrators and other channel partners – to deliver software, content, and services along with those devices.

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Oracle Embracing the Broader Cloud Landscape

James Staten

It's easy to accuse Oracle of trying to lock up its customers, as nearly all its marketing focuses on how Oracle on Oracle (on Oracle) delivers the best everything, but today Ellison's company and Microsoft signed a joint partnership that empowers customer choice and ultimately will improve Oracle's relevance in the cloud world. 

The Redwood Shores, California software giant signed a key partnership with Microsoft that endorses Oracle on Hyper-V and Windows Azure, which included not just bring-your-own licenses but pay-per-use pricing options. The deal came as part of a Java licensing agreement by Microsoft for Windows Azure, which should help Redmond increase the appeal of its public cloud to a broader developer audience. Forrester's Forrsights Developer Survey Q1 2013 shows that Java and .Net are the #2 and #3 languages used by cloud developers (HTML/Javascript is #1). The Java license does not extend to Microsoft's other products, BTW. 

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Fragmentation Is A Way Of Life, But Few New Platforms Will Emerge

JP Gownder

In recent weeks, I’ve been asked the same question several times: Will the devices market continue on a highly fragmented path, or will the market shake out to yield a couple of viable form factors and platforms? This query actually encompasses two distinct questions, with two answers:

1. Devices and form factors will continue to fragment, though failures will abound.
Let me unpack this a bit, starting with some background: In 2007, I published a report called The Age of Style in which I predicted that computing form factors would diversify and fragment:

By 2012, the industry won't include just two form factors, laptops and desktops, but five or more form factors that are universally viewed as differentiated products.

The advent of new mass market computing experiences — from smartphones to eReaders to several flavors of tablets to phablets (and beyond) — rendered this prediction accurate. We live in a world of form factor diversity, which is only increasing with the introduction of wearables, the accelerating fragmentation of the tablet category, and the innovations associated with television-sized, collaborative touchscreen devices.

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Our Keyboard-Free Computing Future: Expect Labs' MindMeld Tablet App

JP Gownder

I recently spoke with Tim Tuttle, the CEO of Expect Labs, a company that operates at the vanguard of two computing categories: Voice recognition (a field populated by established vendors like Nuance Communications, Apple, and Google) and what we can call the Intelligent Assistant space (which is probably most popularly demonstrated by IBM’s “Jeopardy”-winning Watson). In their own words, Expect Labs leverages “language understanding, speech analysis, and statistical search” technologies to create digital assistant solutions.

Expect Labs built the application MindMeld to make the conversations people have with one another "easier and more productive” by integrating voice recognition with an intelligent assistant on an intuitive tablet application. They have coined the term “Anticipatory Computing Engine” to describe their solution, which offers users a new kind of collaboration environment. (Expect Labs aims to provide an entire platform for this type of computing).

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Forrester Wave: Public Cloud Platforms -- The Winner Is…

James Staten

…not that simple and therefore not always Amazon Web Services.

First off, we didn’t take what might be construed as the typical approach, which would be to look either at infrastructure-as-a-service (IaaS) or platform-as-a-service (PaaS) offerings. We combined the two, as the line between these categories is blurring. And historical category leaders have added either infrastructure or platform services that place them where they now straddle these lines.

Further, many people have assumed that all developers will be best served by PaaS products and ill served by IaaS products. Our research has shown for some time that that isn't so: 

  1. Many developers get value from IaaS because it is so flexible, while PaaS products are generally too constraining.
  2. The -aaS labels overlook the actual capabilities of the services available to developers. All PaaS products are not the same; all IaaS are not the same.
  3. Not all developers are the same. Devs will use the services (PLURAL) with the best fit to their skills, needs, and goals.
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Microsoft’s Best Buy Windows Store: A Critical Strategic Move With Several Drawbacks

JP Gownder

When Samsung made its move to install 1,400 store-within-a-store concepts at Best Buy back in April, we recommended that Microsoft take note. And take note, it did: Today Microsoft and Best Buy announced the launch of a new Windows Store at 500 Best Buy locations in the United States and another 100 in Canada, for a total of 600 in North America.

Instead of a store-within-a-store concept (which both Apple and Samsung now employ at Best Buy), the Windows Store represents a complete take-over of the PC department. Windows Stores will effectively replace the computer department at these 600 Best Buy locations. But they will offer a wider range of Microsoft consumer products (PCs, tablets, and accessories, of course, but also Office, Windows Phone, and even Xbox) than just PCs.

Microsoft’s Windows Store represents a vital strategic step forward in its retail strategy and ought to yield some benefits. At the same time, the move should have happened several years ago; it isn’t quite as ambitious as it might have been, and Microsoft will have to work hard to overcome legacy practices within the Best Buy ecosystem.

Why is this move essential for Microsoft? Put simply, the non-Apple Store North American retail channel for consumer electronics is broken … and it’s getting more broken:

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IBM Buys SoftLayer, But Will They Learn From Them?

James Staten

IBM didn't just pick up a hosting company with their acquisition of SoftLayer this week, they picked up a sophisticated data center operations team -- one that could teach IBM Global Technical Services (GTS) a thing or two about efficiency when it comes to next-generation cloud data centers. Here's hoping IBM will listen.

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Six Steps Enterprise IT Should Take To Proactively Prepare For Windows 8

Doug Washburn

Two days ago I had an interview with the Head of End User and Desktop Services of a global pharmaceutical company. He mentioned that he's working through Windows 8, VDI, BYO and other key initiatives facing IT infrastructure and operations (I&O) professionals. 

As a quick thank you, I sent him Dave Johnson's recent report on Windows 8. This report is part of Forrester's Workforce Enable Playbook (click here for a free copy of the exec overview) that Dave along with J. P. GownderMichele PelinoChristian KaneChris Voce and Thayer Frechette all contribute to. Here's what he had to say: 

 

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