Charles Betz

Principal Analyst

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Blog

The New Change Management: Automated And Decentralized

Charles Betz January 11, 2021
Change management has continued to be a hot topic on social media and customer inquiry. As a process symbolizing traditional IT service management and the ITIL framework, it’s under increasing pressure to modernize in response to agile and DevOps trends. However, change management emerged for a reason, and I think it’s prudent to look at […]
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Blog

The New Operating Model Is Upon Us

Charles Betz November 6, 2020
Challenging times call for creative responses and quick pivots. Learn how some organizations are rethinking innovation to thrive.
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Blog

The DevOps Hypothesis Is Sound — Introducing The Q4 2020 Modern Technology Operations Survey

Charles Betz November 5, 2020
This year, I led my first custom survey research for Forrester, the Q4 2020 Modern Technology Operations Survey. We selected a random panel of 268 digital and IT professionals with day-to-day responsibility for operating digital systems. (We did not rule out developers, as long as they also had runtime responsibilities). We also looked for folks […]
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Blog

The Forrester Wave™: Continuous Delivery And Release Automation, Q2 2020

Charles Betz June 15, 2020
After releasing “The Forrester Wave™: Continuous Delivery And Release Automation, Q2 2020” earlier this month, it’s a good time to pause and reflect on (in the immortal words of the Grateful Dead) “what a long, strange trip it’s been.” We’re about 10 years into the DevOps journey. Industry progress is clear. IT and digital organizations […]
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Blog

Accelerate With Enterprise Service Management

Charles Betz April 16, 2020
Enterprise service management (ESM) emerged from the crowded IT service management (ITSM) market. ESM expands service thinking and the service catalog into domains outside of IT as well as speeding up workflow development. By doing this, it is maturing into a general solution for enabling knowledge-centric value. Forrester expanded its coverage from ITSM to ESM […]
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Blog

Agile, DevOps, And COVID-19

Charles Betz March 23, 2020
Now is not the time to revert back to old industrial practices. The world is going even more digital because of the COVID-19 crisis, and old industrial era thinking needs to be abandoned once and for all.
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Blog

The I&O Organization Under Pressure

Charles Betz January 24, 2020
In the age of IT automation and self-provisioning, the role of the I&O team comes into question. Principal Analyst Charles Betz provides a detailed outlook on I&O’s future.
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Blog

Yet More DevOps Trends For 2020

Charles Betz November 17, 2019
Principal Analyst Charles Betz goes beyond his 2020 DevOps predictions to highlight six more trends DevOps managers should be tracking in the coming year.
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Blog

Predictions 2020: Three Big Changes In Store For DevOps

Charles Betz November 4, 2019
DevOps teams will see some new trends in 2020 that will impact their work in GRC, introduce new tools, and bring additional business value. Learn more from Forrester Principal Analyst Charles Betz.
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Blog

Presenting The Forrester Wave™: Enterprise Service Management, Q4 2019

Charles Betz October 11, 2019
Read the latest Forrester Wave™ on the Enterprise Service Management (ESM) market and the three things I&O professionals should look for in an ESM provider.
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Blog

Beware The Automation Paradox

Charles Betz October 6, 2019
Once the easy tasks have been automated, what will be left for people to do? The harder stuff.
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Blog

“Why Can’t This Stupid Chatbot Do What I Want?”

Charles Betz October 2, 2019
For all their promise, chatbots are still decidedly imperfect. With good reason: The processes underlying their functioning are numerous and complex. But, there's hope.
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Blog

Software Delivery Management: ERP For IT Redux?

Charles Betz September 2, 2019
I attended Jenkins World in San Francisco a couple weeks back. One thing that stood out was CloudBees’ advocacy of a new market concept, software delivery management (SDM). CloudBees provides the following definition of SDM: Software delivery management helps organizations streamline CI/CD processes and foster meaningful collaboration across all functions involved in software development and […]
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Blog

Why Chatbots Can’t Read Your Mind

Charles Betz August 21, 2019
Chatbots rely on natural language processing (NLP) to understand you. Before they can process a language, they must learn it. Read more.
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Blog

Product Teams For Infrastructure And Operations

Charles Betz August 21, 2019
I believe the integrated product team is the most important economic unit of the 21st century. Can the old I&O dog learn these new product team tricks?
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Blog

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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Blog

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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Blog

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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Blog

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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Blog

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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