Webinar Virtual Roundtable IO Predictions For 2015 You

Webinar Virtual Roundtable: I&O Predictions For 2015 You Must Understand Eveline Oehrlich, Vice President, Research Director David K. Johnson, Principal Analyst Richard Fichera, Vice President, Principal Analyst Michele Pelino, Principal Analyst Christian Kane, Analyst Amy De. Martine, Senior Analyst March 5, 2015. Call in at 10: 55 a. m. Eastern time

Facilitator › Eveline Oehrlich • Service portfolio management • Technology business management • Best

Agenda › Introductions › Setting the stage › Predictions 2015 › Questions › Upcoming

Team introduction › Michele Pelino • Mobile application deployment • Mobile workforce segmentation •

Team introduction › Amy De. Martine • Modern service delivery • Dev. Ops •

Team introduction › Richard Fichera • Data center architecture and transformation • Converged infrastructure

Team introduction › David K. Johnson • Client virtualization technologies • Converged infrastructure • Workforce computing strategies and technology © 2015 Forrester Research, Inc. Reproduction Prohibited 8

Team introduction › Christian Kane • Mobile hardware and operating systems • Mobile device

Empowered customers have given rise to a new era led by empowered customers Age of manufacturing Mass manufacturing makes industrial powerhouses successful. • Ford Motors • Boeing • General Electric • RCA Age of distribution Global connections and transportation systems make distribution key. Age of information Connected PCs and supply chains mean those that control information flow dominate. • Wal-Mart • Amazon • Toyota • Google • P&G • Comcast • United Parcel Service • Capital One of America (UPS) Age of the customer Empowered buyers demand a new level of customer obsession. • Macys. com • Salesforce • USAA • Amazon The age of the customer is a 20 -year business cycle in which the most successful enterprises will reinvent themselves to systematically understand serve increasingly powerful customers. © 2015 Forrester Research, Inc. Reproduction Prohibited 11

Business leaders prioritize growth and customer experience improvement © 2015 Forrester Research, Inc. Reproduction

Top technologies support the customer life cycle Source: July 29, 2014, “Top Technologies For

I&O predictions 2015 related to. . . the digital business. . . support of employee mobility. . . focus on customer-facing interactions. . . Dev. Ops. . . flow and industrial-organizational psychologist. . . killing off old infrastructure models. . . increase of tech supply complexity Source: November 20, 2014, “Predictions 2015: Infrastructure & Operations Prioritizes Pursuing The BT Agenda” Forrester report © 2015 Forrester Research, Inc. Reproduction Prohibited 15

Firms will deploy digital delivery technology to support customer obsession

I&O amps up its focus on technology to support employee mobility.

Customer-facing interactions will come into I&O’s focus.

Continuous delivery becomes the only way to keep up with demand.

I&O’s newest partner: an industrialorganizational psychologist

Software-defined infrastructure kills off old infrastructure models.

Your tech supply chain gets complex and will require attention.

What questions do you have? © 2015 Forrester Research, Inc. Reproduction Prohibited 24

Workforce enablement: key pieces of upcoming Forrester Waves and Tech. Radars › Forrester Waves: • Hosted Virtual Desktops (new, June 2015) • Mobile Management (update, November 2015) • Interactive Digital Signage Providers (new, November 2015) › Tech. Radars: • Internet Of Things Software Platforms (Pelino, July 2015) • Digital Workspace Delivery Systems (Johnson, September 2015) © 2015 Forrester Research, Inc. Reproduction Prohibited 26

Workforce enablement: key pieces of upcoming research › Can Technology Management Improve Employee Performance And Flow? (Johnson, March 2015) › Workforce Technology Strategy Must Be Built With Customer Experience Practices (Johnson, April 2015) › Use Identity Management To Improve The Mobile Experience (Kane/Cser, June 2015) › Become A Technology Innovation Center Of Excellence (Gownder, May 2015) › Security Implications Of Io. T Solutions (Pelino/Shields, June 2015) © 2015 Forrester Research, Inc. Reproduction Prohibited 27

Service design: key pieces of upcoming research › Hyperconvergence: A New Metaphor For Virtual Infrastructure (Q 2) › Customer Engagement Networks Emerge (Q 2) › Io. T Will Spawn A New Infrastructure Market (Q 3) › Forrester Waves: • The Forrester Living Wave™: Public Cloud Platforms, Q 3 2015 Update › Tech. Radars: • Tech. Radar™: Private Cloud (Q 2) © 2015 Forrester Research, Inc. Reproduction Prohibited 28

Service delivery: key pieces of upcoming research › Automation Manifesto (Q 1) › Brief: Why The CIO Must Understand Multisourcing (Q 1) › Brief: ITSM Is Dead; Long Live Workforce Enablement (Q 1) › Brief: Digital Analytics For Digital Intelligence (Q 2) › Forrester Waves: • The Forrester Living Wave™: Application Release Management (Q 2) › Tech. Radars: • Tech. Radar™: Dev. Ops Processes (Q 3) © 2015 Forrester Research, Inc. Reproduction Prohibited 29

Thank you Eveline Oehrlich +1 617. 613. 8803 eoehrlich@forrester. com Michele Pelino mpelino@forrester. com David K. Johnson dajohnson@forrester. com Christian Kane ckane@forrester. com Richard Fichera rfichera@forrester. com Amy De. Martine ademartine@forrester. com