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

4. 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.

6. 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

7. 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

8. 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

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

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

12. No. 1 Cloud is in hyper growth.

13. 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, Q (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)

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

15. Employee experience | Customer experience

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

17. No. 3 Customer obsession drives technology choices.

18. Infrastructure and operations
powers customer-obsession.

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

20. For I&O teams

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

22. 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

23. 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

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

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

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

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

28. 2017 I&O research work

29. 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

30. Major methodology reports

32. 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

33. 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)

34. 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

35. 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

36. Additional briefs and reports

37. 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

38. 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

39. 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

40. 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

41. 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

42. Laura Koetzle
 +31 (0)
Glenn O’Donnell 
Eveline Oehrlich 
Christopher Voce 