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By Katherine Chalmers
March 2006
Top Analysts for Business Service Management
In this issue, we’re spotlighting eight great technology analysts that BSM industry leaders told us they trust and admire. They are all experienced technology industry veterans who consistently deliver insightful, timely information for their vendor and end-user clients. Nominate your favorite analysts.
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Spotlight 2006 Rachel Chalmers |
Rachel Chalmers
Senior Analyst, Enterprise Software, The 451 Group
At the 415 Group, Rachel Chalmers has been following the infrastructure software market since 2000. She frequently identifies emerging technologies and trends. She was one of the first analysts to recognize the importance of web services standards, distributed application management, and open source software.
She has sharing information about new technologies since she participated in the launch Computer Week in 1995. In 2000, she hosted the innovative TV451 program that featured interviews with interesting industry experts. She frequently appears on TechTV and contributes to numerous online and print publications.
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“Regarding the requirement for IT to align with business, and for IT to manage IT resources from the perspective of end-to-end IT services, I see that requirement growing and that trend continuing. BSM enables better decision making, and using company IT resources more wisely by assigning priorities correctly based on the business impact of the problems at hand. We will see this trend result in availability improvements and reduction in downtime.” Debra Curtis |
Debra Curtis
Research Vice President, Gartner
At Gartner Group, Debra Curtis is responsible for research topics such as business service management. The focus of her research includes best practices for IT operations management and end-to-end IT service management. Debra analyzes the rapidly changing IT Operations Management market and advises Gartner clients on best practices to leverage new developments and mature technologies to improve IT service quality.
Debra’s 26-year career in the IT industry includes serving as director of marketing at DeskTalk Systems and AXON Networks, both network performance management companies including. She also spent 15 years at Digital Equipment Corporation as manager of the Network Management Expertise Center, in addition to a variety of positions.
Dennis Drogseth
Vice President, Enterprise Management Associates
Dennis Drogseth manages EMA’s New Hampshire office, leveraging 24 years of experience in marketing and business planning for systems and network solutions. Dennis directs a team of analysts that focus on the development of the Networked Services Management practice areas that include performance availability and service management. Dennis helps clients establish meaningful product positioning within an overcrowded marketplace.
In addition, Dennis is a featured columnist of the Network Systems Management newsletter for Network World Fusion, and publishes articles in Network Magazine and Business Communication Review. Prior to EMA, Dennis developed marketing strategies and new business models for Cabletron, and spent 14 years with IBM in marketing and communications.
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“Business Service Management is an IT operating model that brings together people, processes, and technology that delivers business innovation. BSM is part of the maturing IT industry; it’s driving IT and business executives to adopt service-oriented organizations, team based cultures, and efficient operations that deliver IT’s promise of customer enablement and increased revenue.” Stephen Elliott |
Stephen Elliot
Research Manager, Enterprise Systems
Management Software, IDC
As a research manager at IDC, Stephen Elliot’s primary focus is research and analysis of the enterprise management markets, and the impact of these technologies on IT organizations.
Before IDC, Stephen was a research director covering storage management at Hurwitz Group, and product marketing manager at Inteq, a management service provider. Previously, as part of the Network and Systems Management (NSM) team at Gartner, Stephen served as a researcher and consultant on issues in enterprise IT infrastructure and management service providers. In addition, he developed strategic research on NSM software and networking vendors at Instat Group and Forrester.
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“Managing IT in today’s environment is all about understanding how IT strategically supports business needs. Business Service Management enables IT and business executives to understand the level of service being delivered to internal and external users. It also facilitates cost control and simplifies a historically complex set of silo-based management tools. Quality service helps employees and partners to get their jobs done and attracts and retains customers for the company. In the end, effective IT service management can be pivotal in the bottom-line results of the business.” Lisa Erickson-Harris |
Lisa Erickson-Harris
Research Director, Enterprise Management Associates
Lisa Erickson-Harris has over 18 years experience in the computer industry, having served in a variety of technical, marketing, and managerial roles. At EMA, she focuses on Service Level Management, Business Process Management, Small-to-Medium business infrastructure management needs, and partnership strategies for channels and strategic relationships.
Prior to joining EMA, Lisa was responsible for the SPECTRUM Partners program for Cabletron Systems. She also held positions in application software development, product management, end-user training, and network administration. Lisa also periodically serves as an adjunct faculty member teaching Computer Science at several local colleges in New Hampshire; contributes articles for Network World Fusion and slm-info.org; and is co-author of SLM Solutions: A Buyer’s Guide.
Jean-Pierre Garbani
Vice President, Computing Infrastructures and Security Group, Forrester Research
At Forrester, Jean-Pierre Garbani’s focus is on the performance and capacity management of IT and Web infrastructure. With more than 35 years of experience in the development and integration of technologies, his background is in the development of real-time systems, both in industrial automation and the development of network protocols and distributed systems architectures. Jean-Pierre has designed and developed very large distributed infrastructures for governments and financial institutions in Europe and the US.
Prior to joining Forrester, Jean-Pierre held similar positions at Giga Information Group and John Hancock Financial Services in Boston.
George Hamilton
Director, Enterprise Computing & Networking, Yankee Group
As a Yankee Group senior analyst, George Hamilton conducts research and executes programs to improve the business value of management technology investments. He helps clients make decisions regarding the use of network, systems and security management technology to protect information assets, comply with industry regulations and improve the performance and availability of distributed applications and IP communications.
Before joining Yankee Group, George worked as a product marketing manager at Genuity, where he developed positioning and market plans for managed services, focusing on operations, monitoring, network and infrastructure performance reporting and service-level agreements.
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“Business service management has become the primary means for IT shops on their journey toward running IT more like a business. However, there is an ongoing confusion about what BSM really means. To that end, here is Forrester’s definition: Business service management dynamically links business-focused IT services to the underlying IT infrastructure. Therefore, a complete BSM system maps business processes and infrastructure resources, dynamically links business processes to infrastructure components and finally provides end-to-end management. Essentially, this means that BSM provides much more than just the icing on the infrastructure management cake. In order for companies to get to BSM, they have to tie together a number of infrastructure management capabilities.” Thomas Mendel |
Thomas Mendel, Ph.D.
Vice President and Research Director
Applications and Infrastructure Group in EMEA
Forrester Research
Thomas Mendel’s primary areas of research are IT infrastructure and application management. He also maintains research interests in IT service delivery processes such as ITIL, and return on investment (RoI) methodologies. Thomas is an internationally recognized authority on IT infrastructure and application management, and speaks at conferences across Europe and North America.
Thomas came to Forrester through its acquisition of Giga Information Group. Previously, Thomas was vice president of the Solution Center Global Network and program director of Global Information Technology Infrastructure for Heidelberger Druckmaschinen AG.
Readers’ Choice:
Nominate Your Favorite BSM Analysts
Which technology analysts do you rely on for assessments of emerging business service management solutions? Who do you trust for information about trends in enterprise software and IT infrastructure management?
Send the names of your favorite analysts to us at 
. We’ll highlight your nominations in our Readers’ Choice analyst list in the next issue.
Related Sites
451 Group
Enterprise Management Associates
Forrester
Gartner
IDC
Yankee Group
