Charles Betz

Principal Analyst

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And Now . . . Presenting The 2018 ESM Forrester Wave™!

Charles Betz September 17, 2018

The 2018 Enterprise Service Management Wave is out! Take IT Service Management, add the Age of the Customer, stir in some Employee Experience and a healthy dose of low/no-code platform, and voilà! Enterprise Service Management! Or if you prefer a more traditional description, we define Enterprise Service Management (ESM) as: Extending IT service management capabilities […]

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The New Incident Management: Safety-Critical Practices Are On The Rise

Charles Betz February 19, 2018

Last May, WannaCry ransomware locked computers around the world. The incident hit the UK’s National Health Service hard.  The attack hindered urgent NHS services by blocking access to its computers. It locked out vital medical equipment such as MRI scanners and devices for testing blood and tissue samples. Some hospitals had to send ambulances to other locations. The […]

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New Year, New Role: On To DevOps!

Charles Betz February 4, 2018

I am now Forrester’s global DevOps lead serving infrastructure and operations (I&O) professionals! I’ve been with Forrester for almost a year now, and it’s been a great experience. Last year, I updated our coverage of core IT service management. That included reports on change management, configuration management/CMDB, and incident management (forthcoming). These updates are a […]

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Configuration Management and the CMDB: An Updated Take

Charles Betz September 1, 2017

I get a lot of inquiries from I&O pros on configuration management. It’s a broad topic. Tools such as Chef and Puppet solve configuration management problems: what is the intended state of a given resource? There’s general agreement that this form of configuration management is essential. However, my inquiries also cover the Configuration Management Database […]

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Enterprise Service Management Drives Engagement

Charles Betz August 2, 2017

Enterprises deliver services poorly, especially to themselves. From onboarding employees to approving contracts, when you need someone else’s help, the results are often dismal. “Send an email to our shared Inbox so we can ignore it” is too often the default. This won’t work in the Age of the Customer. Your employees are full participants in […]

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Defining Operations

Charles Betz July 13, 2017

So, my formal area of coverage at Forrester is “digital operations.” But what does this mean? We think of “operations” in terms of NASA mission control: trained professionals intently scrutinizing monitors, looking for signals of interest. Or we think of the stereotypical shop floor assembly line. Business schools offer degrees in operations, and businesses hire Chief […]

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Ringing Down The Curtain On Change Management Theater

Charles Betz June 8, 2017

Change Management is a hot topic lately on my social media channels. Like my friend Jon Hall, I also am a long time veteran of the classic Change Advisory Board (CAB) process. It almost seems medieval: a weekly or bi-weekly meeting of all-powerful IT leaders and senior engineers, holding court like royalty of old, hearing […]

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