Public Clouds Prove I&O Pros Are From Venus And Developers Are From Mars

James Staten

Forrester just published parts I & II of its market overview of the public cloud market and these reports, written primarily for the Infrastructure & Operations (I&O) professionals, reveal as much about you – the customers of the clouds – as it does about the clouds themselves.

As discussed during our client teleconference about these reports, clearly the Infrastructure as a Service (IaaS) market is maturing and evolving and the vendors are adapting their solutions to deliver greater value to their current customers and appeal to a broader set of buyers. In the case of pure clouds such as Amazon Web Services, GoGrid and Joyent, the current customers are developers who are mostly building new applications on these platforms. Their demands focus on enabling greater innovation, performance, scale, autonomy and productivity. To broaden the appeal of their cloud services, they aim to deliver better transparency, monitoring, security and support – all things that appeal more to I&O and security & risk managers (SRM).

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The State Of ITSM In 2011 Report Is Now Available

Glenn O'Donnell

 

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:

Satisfaction With A SaaS Model For Service Desk Is Very High

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!

From The Inside Out: Building A Customer-Centric Infrastructure

Doug Washburn

Whether or not IT Infrastructure and Operations (I&O) leaders believe they are well-positioned to support customer growth, the business does. Their expectations are high, and they firmly believe that technology's ability to serve and support customers is most valuable, even more so than cost savings. To deliver on these ambitions, I&O leaders must follow suit and build a customer-obsessed organization that takes an outside-in view from the customer's perspective — not inside-out from the data center.

While this transformation will be anything but easy, there are invaluable lessons to be learned from those who have already taken on the challenge of rebooting their people, process, and technology to become more customer-centric. Lessons from companies like Fidelity, where Wilson D’Souza, Senior VP of End User Computing, and George Brady, Executive VP of Distributing Hosting For Fidelity Technology Group, have applied these “rebooting” principles to improve associate experience. In preparation for their upcoming keynote at next week’s Infrastructure & Operations Forum, I recently spoke with Wilson and George about the importance of building customer-centric infrastructure:

Why is the concept of "customer-centricity" so important to Fidelity's business?

Serving our customers has been at the core of Fidelity’s business since our founding 65 years ago.  Our goal is to provide the best customer experience and outcomes in our industry. We believe that customer experience results achieved are a function of the technology environment we provide our associates.

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A Letter To Meg Whitman From The Market

Glenn O'Donnell

Dear Meg,

Now that you’ve settled into your latest position as the head of Hewlett-Packard, we wish to make a request of you. That request is, “Please take HP back to the greatness it once represented.” The culture once known as “The HP Way” has gone astray and the people have suffered as a result. Those people are of course the vast collection of incredible HP employees, but also its even vaster collection of customers. They (ahem, we) once believed in the venerable enterprise that Bill Hewlett and David Packard conceived and built through the latter half of the 20th century.

HP became renowned for its innovation and the quality of its products. While they tended to be pricey, we bought HP products because we knew they would perform well and perform long. We could count on HP to not only sell us technology, but to guide us in our journey to use this technology for the betterment of our own lives. We yearn for the old HP that inspired Steve Jobs to change the world – and he did!

We need not remind you of what transpired over the past decade or so, but we do have some suggestions for what you should address to restore the luster of HP’s golden age:

  • Commit to a mission. HP needs an audacious mission that articulates a purpose for every employee, from you and the HP board all the way down to the lowest levels. Borrow a page from IBM’s Smarter Planet mission. While it sometimes seems over the top, that’s the whole point. It is over the top and speaks to a bold mission to create a new world. Slowly but surely, IBM is making the planet smarter. Steve Jobs got Apple to convince us to Think Different, and we did. What is HP’s mission?
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HP Embraces Calxeda ARM Architecture With "Project Moonshot" - New Hyperscale Business Unit Program

Richard Fichera

What's the Big Deal?

Emerging ARM server Calxeda has been hinting for some time that they had a significant partnership announcement in the works, and while we didn’t necessarily not believe them, we hear a lot of claims from startups telling us to “stay tuned” for something big. Sometimes they pan out, sometimes they simply go away. But this morning Calxeda surpassed our expectations by unveiling just one major systems partner – but it just happens to be Hewlett Packard, which dominates the WW market for x86 servers.

At its core (unintended but not bad pun), the HP Hyperscale business unit Project Moonshot and Calxeda’s server technology are about improving the efficiency of web and cloud workloads, and promises improvements in excess of 90% in power efficiency and similar improvements in physical density compared with current x86 solutions. As I noted in my first post on ARM servers and other documents, even if these estimates turn out to be exaggerated, there is still a generous window within which to do much, much, better than current technologies. And workloads (such as memcache, Hadoop, static web servers) will be selected for their fit to this new platform, so the workloads that run on these new platforms will potentially come close to the cases quoted by HP and Calxeda.

The Program And New HP Business Unit

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Nokia World 2011: back from the brink but not yet fully out of the woods

Katyayan Gupta

Katyayan Gupta Dan Bieler

This was possibly the most important Nokia World event ever. Nokia had to demonstrate that it can deliver against its plans. In February 2011, Nokia communicated its intention to team up with Microsoft to develop its new platform and to “entrust” its Symbian operating system to accenture. In total 3,000 visitors from 70 countries attended Nokia World 2011 in London to hear and see what the “new Nokia” looks like.

In essence it was clear what Nokia World 2011 would be all about before the actual event had even started. Nokia had to produce a device that can take on the iPhone and the Galaxy. At the event Nokia announced the launch of the first “real Windows phone” in the form of the Lumia 800. The result is an impressive device that certainly secured Nokia a seat on the table of the tripartite of leading smartphones platforms.

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Mobile Enablement Means Access

Christian Kane

Music is a very important part of my life. At home I've always got something playing on the sound system, I never go anywhere without headphones, and my music collection takes up more space in my house (not to mention on my computer) than anything else. That's why on a recent trip up to Maine – a 4.5 hour ride from Boston – the first thing I did to prepare was make sure I had my phone for music on the drive, without which I'd be stuck with the radio. Having to listen to the same 40 songs for four and a half hours is something that could easily give me nightmares but it got me thinking about how much choice matters.

Ten years ago I would have been happy enough with just the radio. Then came Napster and the iPod and my world changed. I became aware the technology existed which meant I knew there was a better alternative to the radio. What's more, I was excited about it. I wanted to use my iPod and put new music on it. The product engaged me as it had engaged everyone around me. I think that correlates with what we're seeing today in firms across all industries where employees have long been locked into aging technology – which often doesn't do everything they need it to – by lack of choice.

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Are You A Highly Effective IT Ops Leader?

James Staten

 

Pop quiz: How many of your company’s top business leaders do you talk to on a daily basis? How many know your name? And finally, how many of them do you engage to brainstorm on how to leverage the latest technologies to drive up revenues and profits?

If that was an uncomfortable test, it's time to wake up to the changing realities in today’s corporate world. If you aren’t having these types of conversations and instead your day is filled with managing the systems of record in your company, you may be on a path to corporate irrelevancy.

For the past year Forrester has been talking ad nauseam about the Empowered employee and their self-directed embrace of technology. As Forrester’s esteemed analysts on our Application Development & Delivery team have so clearly pointed out, it is these empowered employees who are creating the new systems of engagement our companies are using to reach new customers, define new workflows, and generate new revenues. And these new systems they are building are pulling away from the old systems of record – the ones you are in charge of maintaining.  

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UNIX – Dead Or Alive?

Richard Fichera

There has been a lot of ill-considered press coverage about the “death” of UNIX and coverage of the wholesale migration of UNIX workloads to LINUX, some of which (the latter, not the former) I have contributed to. But to set the record straight, the extinction of UNIX is not going to happen in our lifetime.

While UNIX revenues are not growing at any major clip, it appears as if they have actually had a slight uptick over the past year, probably due to a surge by IBM, and seem to be nicely stuck around the $18 - 20B level annual range. But what is important is the “why,” not the exact dollar figure.

UNIX on proprietary RISC architectures will stay around for several reasons that primarily revolve around their being the only close alternative to mainframes in regards to specific high-end operational characteristics:

  • Performance – If you need the biggest single-system SMP OS image, UNIX is still the only realistic commercial alternative other than mainframes.
  • Isolated bulletproof partitionability – If you want to run workload on dynamically scalable and electrically isolated partitions with the option to move workloads between them while running, then UNIX is your answer.
  • Near-ultimate availability – If you are looking for the highest levels of reliability and availability ex mainframes and custom FT systems, UNIX is the answer. It still possesses slight availability advantages, especially if you factor in the more robust online maintenance capabilities of the leading UNIX OS variants.
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What Are Enterprises Really Doing In The Cloud?

James Staten

You know there are developers in your company using public cloud platforms, but do you really know what they are doing? You suspect it’s just test and development work, but are you sure? And if it is production workloads are they taking the steps necessary to protect the company? We have the answers to these questions and you may be surprised by how far they are going.

It’s tough being an infrastructure & operations professional these days. According to our ForrSight surveys, for every cloud project you know about there could be 3 to 6 others you don’t know about. Business unit leaders, marketing and sales professionals and Empowered developers are leading the charge. They aren’t circumventing I&O as a sign of rebellion – they simply are trying to move quickly to drive revenue and increase productivity. While every I&O professional should be concerned about this pattern of shadow IT and its implications on the role of I&O in the future, the more immediate concern is about whether these shadow efforts are putting the company at risk.

The bottom line: Cloud use isn’t just test and development. In fact, according to our ForrSight research there’s more production use of IaaS cloud platforms than test and development and broader use is coming (see Figure 1 below). The prominent uses are for training, product demonstration and other marketing purposes. Our research also shows that test and development projects in the cloud are just as likely to go to production in the cloud as they are to come back to your data center.

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