WEBINAR Infrastructure And Operations 2017 Research In Motion Eveline Oehrlich, Vice President, Research Director January 31, 2017. Call in at 10:55 a.m. Eastern time

Hello Eveline Oehrlich, Vice President, Research Director Serving infrastructure and operations pros Service management veteran advising clients on enterprise service management and service delivery, implementation of best practices around people, processes and technology of operational excellence, service portfolio management, and technology business management.

Infrastructure and operations research team Laura Koetzle VP, group director Amsterdam Eveline Oehrlich VP, research director Colorado Glenn O’Donnell VP, research director Pennsylvania Christopher Voce VP, research director Cambridge Dave Bartoletti Principal analyst San Francisco Naveen Chhabra Senior analyst Delhi

Infrastructure and operations research team Richard Fichera VP, principal analyst Cambridge J. P. Gownder VP, principal analyst Cambridge Milan Hanson Senior analyst Colorado David K. Johnson Principal analyst Colorado Andre Kindness Principal analyst Las Vegas Frank Liu Analyst Beijing

Infrastructure and operations research team Bill Martorelli Principal analyst Connecticut Lauren E. Nelson Senior analyst Cambridge Michele Pelino Principal analyst Cambridge Robert Stroud Principal analyst New York Sophia I. Vargas Analyst San Francisco

Infrastructure and operations research team Andrew Hewitt Researcher Cambridge Elinor Klavens Researcher Cambridge

Popular topics in 2016 Automation Cloud DevOps/continuous delivery Proactive analytics Internet of things Infrastructure-as-code Software-defined everything Building resilient infrastructure

No. 1 Cloud is in hyper growth.

Public cloud adoption is in hypergrowth “What are your firm’s plans to adopt public cloud pay-per-use IaaS/PaaS platforms?” 2013 2013 2014 2014 2015 2015 2016 2016 2017 (est) Source: Forrester’s Forrsights Hardware Survey, Q3 2013 (N = 1,253); Forrester’s Business Technographics® Global Infrastructure Survey, 2014 (N = 3,190); Forrester’s Global Business Technographics Infrastructure Survey, 2015 (N = 3,592); and Forrester’s Global Business Technographics Infrastructure Survey, 2016 (N = 3,503)

No. 2 Tech-savvy workforce is influencing customer experience.

Employee experience | Customer experience

Links between customer and employee experience Source: Workforce Enablement Defined: Elevate Productivity And Engagement Forrester report

No. 3 Customer obsession drives technology choices.

Infrastructure and operations powers customer-obsession.

I&O mission Design, build, and source technology to anticipate customer demand and empower the workforce to drive business growth.

For I&O teams

No. 1 Shift budget and talent to the business technology agenda.

How Forrester looks at tech spending Forrester terms: Business technology (BT) is technology for firms to win, serve, and retain customers. Information technology (IT) is technology to support business operations and to cut costs. New project spending (25% to 30%) creates new capabilities. Tech MOOSE is the 70% to 75% of tech budget to maintain and operate organization, systems, and equipment. BT new project BT MOOSE IT MOOSE IT new project

Global tech spending by focus (US$ billions) But business technology will constitute a larger share of new spending in 2017 Global tech spending by focus (US$ billions) $3,013 $2,250 $763 *Forrester forecast

No. 2 Continually improve operational excellence for agile service delivery.

No. 3 Invest in infrastructure capacity that delivers business differentiation.

No. 4 Rapidly deploy and manage resilient apps and services to meet customer demands.

No. 5 Empower employees with the tools to delight customers.

2017 I&O research work

2017 I&O research key themes I&O program I&O rightsourcing DevOps (Modern service delivery) Infrastructure technology innovation Edge computing Employee experience Automation Operational excellence

Major methodology reports

IoT research Vendor Landscape: IoT Software Platforms And Solutions Vendor Landscape: IoT Services Vendor Landscape: IoT Fleet Management Transportation Solutions TechRadar: IoT Network And Infrastructure Protocols The Forrester Wave: IoT Service Providers

DevOps, automation, operational excellence Vendor Landscape: Contracting For Operational Services With Digital Transformation Vendor Landscape: Agile Automation Vendor Landscape: Enterprise Service Management Vendor Landscape: Digital Workplace Of The Future The Forrester Wave™: Predictive Analytics The Forrester Wave™: Infrastructure Sourcing The Forrester Wave™: Application Outsourcing The Forrester Wave™: Application Release Automation (Update)

Infrastructure technology and edge computing Vendor Landscape: Hardware Platforms For Software-Defined Networking (SDN) Vendor Landscape: Colocation And Data Center Services Vendor Landscape: Cloud Estimators Vendor Landscape: High Performance BT Infrastructure The Forrester Wave: Hardware Platforms For Software-Defined Networking The Forrester Wave: North American Hosted Private Cloud Services The Forrester Wave: Disaster-Recovery-As-A-Service Providers Note: Titles are subject to change

Employee experience Vendor Landscape: Cloud Workspaces Vendor Landscape: Enterprise Mobile Management TechRadar: Digital Workspace Delivery Systems TechRadar: Automation Technologies, Robotics, And Cognitive Computing In The Workforce

Additional briefs and reports

DevOps, automation, operational excellence The Agile I&O Organization Automation Turns The Tables In Outsourcing Service Delivery DevOps Services From Service Providers From AMS To DevOps SIAM: A Necessity For The Hybrid Ecosystem APM For Development: Barbarians At The Gate Ecosystem Broker Role Will Redefine IT Supply Chain The Future Of Vendor Management KPI’s To Succeed in Business Technology Operational Excellence The BizDevOps Evolution Note: Titles are subject to change

Infrastructure technology and edge computing Customer Engagement Networks For Manufacturing The Future Of Networking Professionals How A Sysadmin Becomes A Developer Plan For A Self-Healing Infrastructure Architecture Architecting eCommerce Platforms To Exceed Customers Expectations Edge Computing In The IoT Era Forresters’ Digital Store Infrastructure Blueprint Note: Titles are subject to change

Employee experience Drive Customer Obsession By Improving Employee Experience Automation Technologies For Customer Engagement Update: Future Of Jobs 2025: Working Side-By-Side With Robots Are You Ready For Rugged Mobile Moments? The Digital Worker Defined Jobs Of The Future: Where Will The Jobs Be? How To Choose The Right Device For Customer Engagement The Technology Augmented Workforce Note: Titles are subject to change

IoT research Pro Services And Solutions Transform IoT Deployment For I&O Execs 5G And Low Power Connectivity Networks Drive IoT Solution Momentum IoT Analytics And Business Intelligence For I&O Pros Healthcare In The IoT And Wearables Era IoT And RFID Inventory Asset Management Solutions Transform Customer Engagement IoT Solutions Transform Government Organizations Note: Titles are subject to change

2017 Forrester Events: I&O Analysts Consumer Marketing Forum CX DC Forum April 5 to 7 NYC September 13 Wash DC Digital Transformation Forum Security & Privacy Forum — NEW May 8 to 10 Chicago September 14 to 15 Wash DC CX Sydney Forum B2B Marketing Forum May 9 Sydney September 24 to 26 Miami Digital Transformation Forum India Security & Privacy Forum — NEW May 30 Mumbai October 4 to 6 London Digital Transformation EMEA Forum CX SF Forum June 7 to 9 London October 18 to 20 San Francisco CX NY Forum AoC Executive Summit June 19 to 21 NYC November 1 to 3 Dana Point CA CX Singapore Forum CX EMEA Forum August 30 Singapore November 13 to 15 London

Laura Koetzle  +31 (0)20 305 4345 lkoetzle@forrester.com Glenn O’Donnell  +1 617-613-8826 godonnell@forrester.com Eveline Oehrlich  +1 617-613-8803 eoehrlich@forrester.com Christopher Voce  +1 617-613-6180 cvoce@forrester.com