Charles Betz

Principal Analyst

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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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Blog

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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Blog

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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