I&O Predictions for 2015: Understand the Digital Business

1. WebinarVirtual 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 DeMartine, Senior Analyst March 5, 2015. Call in at 10:55 a.m. Eastern time

2. Facilitator Eveline Oehrlich Service portfoliomanagement Technology businessmanagement Best practices for BT/IT

3. Agenda • Introductions • Setting the stage • Predictions 2015 • Questions • Upcoming research

4. Agenda • Introductions • Setting the stage • Predictions 2015 • Questions • Upcoming research

5. Team introduction Michele Pelino Mobile application deployment Mobile workforce segmentation Internet of Things BYOD strategy

6. Team introduction Amy DeMartine Modern service delivery DevOps Continuous delivery

7. Team introduction Richard Fichera Data center architecture and transformation Converged infrastructure Enterprise cloud infrastructure

8. Team introduction David K. Johnson Client virtualization technologies Converged infrastructure Workforce computingstrategies and technology

9. Team introduction Christian Kane Mobile hardware and operating systems Mobile device management BYOD

10. Agenda • Introductions • Setting the stage • Predictions 2015 • Questions • Upcoming research

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

12. Business leaders prioritize growth and customer experience improvement

13. Top technologies support the customer life cycle Source: July 29, 2014, “Top Technologies For Your BT Agenda” Forrester report

14. Agenda • Introductions • Setting the stage • Predictions 2015 • Questions • Upcoming research

15. I&O predictions 2015 related to . . . the digital business . . . support of employee mobility . . . focus on customer-facing interactions . . . DevOps . . . 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

16. Firms will deploy digital delivery technology to support customer obsession

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

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

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

20. I&O’s newest partner: an industrial-organizational psychologist

21. Software-defined infrastructure kills off old infrastructure models.

22. Your tech supply chain gets complex and will require attention.

23. Agenda • Introductions • Setting the stage • Predictions 2015 • Questions • Upcoming research

24. What questions do you have?

25. Agenda • Introductions • Setting the stage • Predictions 2015 • Questions • Upcoming research

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

27. 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 IoT Solutions (Pelino/Shields, June 2015)

28. Service design: key pieces of upcoming research Hyperconvergence: A New Metaphor For Virtual Infrastructure (Q2) Customer Engagement Networks Emerge (Q2) IoT Will Spawn A New Infrastructure Market (Q3) Forrester Waves: The Forrester Living Wave™: Public Cloud Platforms, Q3 2015 Update TechRadars: TechRadar™: Private Cloud (Q2)

29. Service delivery: key pieces of upcoming research Automation Manifesto (Q1) Brief: Why The CIO Must Understand Multisourcing (Q1) Brief: ITSM Is Dead; Long Live Workforce Enablement (Q1) Brief: Digital Analytics For Digital Intelligence (Q2) Forrester Waves: The Forrester Living Wave™: Application Release Management (Q2) TechRadars: TechRadar™: DevOps Processes (Q3)

30. Eveline Oehrlich +1 617.613.8803 eoehrlich@forrester.com David K. Johnson dajohnson@forrester.com Richard Fichera rfichera@forrester.com Michele Pelino mpelino@forrester.com Christian Kane ckane@forrester.com Amy DeMartine ademartine@forrester.com