Jeff Orr's Analyst Perspectives

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class="minimal-mobile-menu-link"><span>Natural Language Processing</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/customerexperience" class="minimal-mobile-menu-link"><span>Customer Experience</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/customerexperience/agentmanagement" class="minimal-mobile-menu-link"><span>Agent Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/customerexperience/contactcenter" class="minimal-mobile-menu-link"><span>Contact Center</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/customerexperience/customerexperiencemanagement" class="minimal-mobile-menu-link"><span>Customer Experience Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/customerexperience/fieldservice" class="minimal-mobile-menu-link"><span>Field Service</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/customerexperience/intelligentselfservice" class="minimal-mobile-menu-link"><span>Intelligent Self-Service</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/customerexperience/voiceofthecustomer" class="minimal-mobile-menu-link"><span>Voice of the Customer</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/digitalbusiness" class="minimal-mobile-menu-link"><span>Digital Business</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/digital-applications" class="minimal-mobile-menu-link"><span>Digital Applications</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/digitalcommunications" class="minimal-mobile-menu-link"><span>Digital Communications</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/digital-intelligence" class="minimal-mobile-menu-link"><span>Digital Intelligence</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/digital-operations" class="minimal-mobile-menu-link"><span>Digital Operations</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/experiencemanagement" class="minimal-mobile-menu-link"><span>Experience Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/generative-ai" class="minimal-mobile-menu-link"><span>Generative AI</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/performancemanagement" class="minimal-mobile-menu-link"><span>Performance Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/sustainabilityandesg" class="minimal-mobile-menu-link"><span>Sustainability & ESG</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/workmanagement" class="minimal-mobile-menu-link"><span>Work Management</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/digitaltechnology" class="minimal-mobile-menu-link"><span>Digital Technology</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/businesscontinuity" class="minimal-mobile-menu-link"><span>Business Continuity</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/cloudcomputing" class="minimal-mobile-menu-link"><span>Cloud Computing</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/devops" class="minimal-mobile-menu-link"><span>DevOps and Platforms</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/digitalsecurity" class="minimal-mobile-menu-link"><span>Digital Security</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/intelligentautomation" class="minimal-mobile-menu-link"><span>Intelligent Automation</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/internetofthings" class="minimal-mobile-menu-link"><span>IoT and Edge Computing</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/itops" class="minimal-mobile-menu-link"><span>ITOps</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/it-service-management" class="minimal-mobile-menu-link"><span>IT Service Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/observability" class="minimal-mobile-menu-link"><span>Observability</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/humancapitalmanagement" class="minimal-mobile-menu-link"><span>Human Capital Management</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/humancapitalmanagement/employeeexperience" class="minimal-mobile-menu-link"><span>Employee Experience</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/humancapitalmanagement/learningmanagement" class="minimal-mobile-menu-link"><span>Learning Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/humancapitalmanagement/payrollmanagement" class="minimal-mobile-menu-link"><span>Payroll Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/humancapitalmanagement/talentmanagement" class="minimal-mobile-menu-link"><span>Talent Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/humancapitalmanagement/totalcompensationmanagement" class="minimal-mobile-menu-link"><span>Total Compensation Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/humancapitalmanagement/workforcemanagement" class="minimal-mobile-menu-link"><span>Workforce Management</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/marketing" class="minimal-mobile-menu-link"><span>Marketing</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/marketing/customerdataplatforms" class="minimal-mobile-menu-link"><span>Customer Data Platforms</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/marketing/digitalexperienceplatforms" class="minimal-mobile-menu-link"><span>Digital Experience Platform</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/marketing/digitalmarketing" class="minimal-mobile-menu-link"><span>Digital Marketing</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/marketing/intelligentmarketing" class="minimal-mobile-menu-link"><span>Intelligent Marketing</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/marketing/marketingperformancemanagement" class="minimal-mobile-menu-link"><span>Marketing Performance Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/marketing/productexperiencemanagement" class="minimal-mobile-menu-link"><span>Product Experience Management</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/officeoffinance" class="minimal-mobile-menu-link"><span>Office of Finance</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeoffinance/businessplanning" class="minimal-mobile-menu-link"><span>Business Planning</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeoffinance/digitalfinance" class="minimal-mobile-menu-link"><span>Digital Finance</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeoffinance/erpandcontinuousaccounting" class="minimal-mobile-menu-link"><span>ERP & Continuous Accounting</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeoffinance/consolidate-and-close-management" class="minimal-mobile-menu-link"><span>Consolidate & Close Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeoffinance/procure-to-pay" class="minimal-mobile-menu-link"><span>Procure-to-Pay</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeoffinance/order-to-cash" class="minimal-mobile-menu-link"><span>Order-to-Cash</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/officeofrevenue" class="minimal-mobile-menu-link"><span>Office of Revenue</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeofrevenue/digitalcommerce" class="minimal-mobile-menu-link"><span>Digital Commerce</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeofrevenue/partnermanagement" class="minimal-mobile-menu-link"><span>Partner Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeofrevenue/revenuemanagement" class="minimal-mobile-menu-link"><span>Revenue Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeofrevenue/revenueperformancemanagement" class="minimal-mobile-menu-link"><span>Revenue Performance Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeofrevenue/salesengagement" class="minimal-mobile-menu-link"><span>Sales Engagement</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeofrevenue/subscriptionmanagement" class="minimal-mobile-menu-link"><span>Subscription Management</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/operationsandsupplychain" class="minimal-mobile-menu-link"><span>Operations & Supply Chain</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/operationsandsupplychain/continuousplanning" class="minimal-mobile-menu-link"><span>Continuous Planning</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/operationsandsupplychain/continuousupplychainanderp" class="minimal-mobile-menu-link"><span>Continuous Supply Chain & ERP</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/operationsandsupplychain/productinformationmanagement" class="minimal-mobile-menu-link"><span>Product Information Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/operationsandsupplychain/propertytechnology" class="minimal-mobile-menu-link"><span>Property Technology</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/operationsandsupplychain/supplierrelationshipmanagement" class="minimal-mobile-menu-link"><span>Supplier Relationship Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/operationsandsupplychain/sustainabilitymanagement" class="minimal-mobile-menu-link"><span>Sustainability Management</span></a></span> </li> </ul> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industries" class="minimal-mobile-menu-link"><span>Industries</span></a></span> <ul class="minimal-mobile-menu-submenu level-2"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/automotive" class="minimal-mobile-menu-link"><span>Automotive</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/banking" class="minimal-mobile-menu-link"><span>Banking</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/consumer-products" class="minimal-mobile-menu-link"><span>Consumer Products</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/financial-services" class="minimal-mobile-menu-link"><span>Financial Services</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/food-beverage" class="minimal-mobile-menu-link"><span>Food & Beverage</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/healthcare" class="minimal-mobile-menu-link"><span>Healthcare</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/hospitality" class="minimal-mobile-menu-link"><span>Hospitality</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/insurance" class="minimal-mobile-menu-link"><span>Insurance</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/manufacturing" class="minimal-mobile-menu-link"><span>Manufacturing</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/media-entertainment" class="minimal-mobile-menu-link"><span>Media & Entertainment</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/real-estate" class="minimal-mobile-menu-link"><span>Real Estate</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/retail" class="minimal-mobile-menu-link"><span>Retail</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/research" class="minimal-mobile-menu-link"><span>Research</span></a></span> <ul class="minimal-mobile-menu-submenu level-2"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/research/market-agendas" class="minimal-mobile-menu-link"><span>Market Agendas</span></a></span> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://blog.ventanaresearch.com/" class="minimal-mobile-menu-link"><span>Analyst Perspectives</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://davidmenninger.ventanaresearch.com/" class="minimal-mobile-menu-link"><span>David Menninger</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://jefforr.ventanaresearch.com/" class="minimal-mobile-menu-link"><span>Jeff Orr</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://keithdawson.isg-research.net" class="minimal-mobile-menu-link"><span>Keith Dawson</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://marksmith.ventanaresearch.com/" class="minimal-mobile-menu-link"><span>Mark Smith</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://mattaslett.isg-research.net" class="minimal-mobile-menu-link"><span>Matt Aslett</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://matthewbrown.isg-research.net" class="minimal-mobile-menu-link"><span>Matthew Brown</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://robertkugel.ventanaresearch.com/" class="minimal-mobile-menu-link"><span>Robert Kugel</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://stephenhurrell.ventanaresearch.com/" class="minimal-mobile-menu-link"><span>Stephen Hurrell</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a 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We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.</p> <p><strong><a href="https://www.ventanaresearch.com/services/vendors/analyst_relations" rel="noopener">Analyst Relations</a></strong></p> <p><strong><a href="https://www.ventanaresearch.com/services/vendors/demand_generation" rel="noopener">Demand Generation</a></strong></p> <p><strong><a href="https://www.ventanaresearch.com/services/vendors/product-marketing" rel="noopener">Product Marketing</a></strong></p> <p><strong><a href="https://www.ventanaresearch.com/vendor-coverage" target="_self" role="menuitem">Market Coverage</a></strong></p> <p><strong><a href="https://www.ventanaresearch.com/briefing" target="_self" role="menuitem">Request a Briefing</a></strong><br><br><br></p></div> <span id="hs_cos_wrapper_widget_1685864794038_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_simple_menu" style="" data-hs-cos-general-type="widget" data-hs-cos-type="simple_menu"><ul></ul></span> <div class="bottom_rich_text"> </div> </div> </div> </div> </div> </div> <script src="https://jefforr.isg-research.net/hs-fs/hub/2035844/hub_generated/template_assets/90531223305/1725882478811/Ventana_Research_2023/js/mmenu.min.js"></script> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div id="hs_cos_wrapper_Structured_data" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"></div> <div class="body-container-wrapper"> <div class="blog-header background-image post_page_2" data-bg-color="secondary" style=" background-size:cover; background-position:50%; background-repeat:no-repeat; background-image:url(https://jefforr.isg-research.net/hubfs/_images/_backgrounds_expertise/2024_VR_Digital_Technology_Expertise_Image_AdobeStock_639885406_1200px.jpg); ">  <div class="row-fluid"> <div class="blog-header__inner dnd-row"> <div class="blog--post__image dnd-section"> <img class="analyst-header-photo" src="https://jefforr.isg-research.net/hubfs/_images/_team/Orr.Jeff.Circle.png" style="padding: 10px; "> <br> <h1 class="analyst-header-title">Jeff Orr's Analyst Perspectives</h1>  </div> </div> </div> </div> <div class="content-wrapper-listing blog-single"> <div class="blog-content-wrapper"> <div>  <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://jefforr.isg-research.net/servicenow-puts-ai-to-work-at-knowledge-2024-conference">ServiceNow Puts AI to Work at Knowledge 2024 Conference</a></h2> <div class="author-meta"> Posted by <a href="https://jefforr.isg-research.net/author/jeff-orr"> Jeff Orr </a> on <span class="post-date">17 June 2024 </span> </div>  <hr> </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://jefforr.isg-research.net/hs-fs/hubfs/ServiceNow_Puts_AI_to_Work_at_Knowledge_2024_Conference.png?width=200&name=ServiceNow_Puts_AI_to_Work_at_Knowledge_2024_Conference.png" width="200" !important: srcset="https://jefforr.isg-research.net/hs-fs/hubfs/ServiceNow_Puts_AI_to_Work_at_Knowledge_2024_Conference.png?width=100&name=ServiceNow_Puts_AI_to_Work_at_Knowledge_2024_Conference.png 100w, https://jefforr.isg-research.net/hs-fs/hubfs/ServiceNow_Puts_AI_to_Work_at_Knowledge_2024_Conference.png?width=200&name=ServiceNow_Puts_AI_to_Work_at_Knowledge_2024_Conference.png 200w, https://jefforr.isg-research.net/hs-fs/hubfs/ServiceNow_Puts_AI_to_Work_at_Knowledge_2024_Conference.png?width=300&name=ServiceNow_Puts_AI_to_Work_at_Knowledge_2024_Conference.png 300w, https://jefforr.isg-research.net/hs-fs/hubfs/ServiceNow_Puts_AI_to_Work_at_Knowledge_2024_Conference.png?width=400&name=ServiceNow_Puts_AI_to_Work_at_Knowledge_2024_Conference.png 400w, https://jefforr.isg-research.net/hs-fs/hubfs/ServiceNow_Puts_AI_to_Work_at_Knowledge_2024_Conference.png?width=500&name=ServiceNow_Puts_AI_to_Work_at_Knowledge_2024_Conference.png 500w, https://jefforr.isg-research.net/hs-fs/hubfs/ServiceNow_Puts_AI_to_Work_at_Knowledge_2024_Conference.png?width=600&name=ServiceNow_Puts_AI_to_Work_at_Knowledge_2024_Conference.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p><span data-contrast="auto">ServiceNow is a global software provider that has developed a cloud computing platform that helps organizations manage digital workflows for enterprise operations. The provider uses its annual Knowledge user conference to educate customers and showcase product announcements. Ventana Research had the opportunity to attend the Knowledge 2024 event and provides this analyst perspective to summarize what transpired.</span></p> </div> <a href="https://jefforr.isg-research.net/servicenow-puts-ai-to-work-at-knowledge-2024-conference"><span class="readmore"> Read More </span></a><br><br> Topics: <a href="https://jefforr.isg-research.net/tag/it-service-management">IT Service Management</a>, <a href="https://jefforr.isg-research.net/tag/digital-technology">Digital Technology</a>, <a href="https://jefforr.isg-research.net/tag/natural-language-processing">natural language processing</a>, <a href="https://jefforr.isg-research.net/tag/field-service">Field Service</a>, <a href="https://jefforr.isg-research.net/tag/digital-security">Digital Security</a>, <a href="https://jefforr.isg-research.net/tag/ai-and-machine-learning">AI and Machine Learning</a>, <a href="https://jefforr.isg-research.net/tag/observability">Observability</a>, <a href="https://jefforr.isg-research.net/tag/generative-ai">Generative AI</a>, <a href="https://jefforr.isg-research.net/tag/itops">ITOps</a>, <a href="https://jefforr.isg-research.net/tag/intelligent-automation">Intelligent Automation</a> <hr> </div> <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://jefforr.isg-research.net/navigating-the-enterprise-it-ops-labyrinth">Navigating the Enterprise IT Ops Labyrinth</a></h2> <div class="author-meta"> Posted by <a href="https://jefforr.isg-research.net/author/jeff-orr"> Jeff Orr </a> on <span class="post-date">10 April 2024 </span> </div>  <hr> </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://jefforr.isg-research.net/hs-fs/hubfs/Navigating_the_Enterprise_IT_Ops_Labyrinth.png?width=200&name=Navigating_the_Enterprise_IT_Ops_Labyrinth.png" width="200" !important: srcset="https://jefforr.isg-research.net/hs-fs/hubfs/Navigating_the_Enterprise_IT_Ops_Labyrinth.png?width=100&name=Navigating_the_Enterprise_IT_Ops_Labyrinth.png 100w, https://jefforr.isg-research.net/hs-fs/hubfs/Navigating_the_Enterprise_IT_Ops_Labyrinth.png?width=200&name=Navigating_the_Enterprise_IT_Ops_Labyrinth.png 200w, https://jefforr.isg-research.net/hs-fs/hubfs/Navigating_the_Enterprise_IT_Ops_Labyrinth.png?width=300&name=Navigating_the_Enterprise_IT_Ops_Labyrinth.png 300w, https://jefforr.isg-research.net/hs-fs/hubfs/Navigating_the_Enterprise_IT_Ops_Labyrinth.png?width=400&name=Navigating_the_Enterprise_IT_Ops_Labyrinth.png 400w, https://jefforr.isg-research.net/hs-fs/hubfs/Navigating_the_Enterprise_IT_Ops_Labyrinth.png?width=500&name=Navigating_the_Enterprise_IT_Ops_Labyrinth.png 500w, https://jefforr.isg-research.net/hs-fs/hubfs/Navigating_the_Enterprise_IT_Ops_Labyrinth.png?width=600&name=Navigating_the_Enterprise_IT_Ops_Labyrinth.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p><span data-contrast="auto">Enterprises are increasingly recognizing the need to streamline operations for efficiency, agility and innovation. This has led to various “operations” or “Ops” initiatives, each focusing on a specific aspect of enterprise IT. From software development and data analytics to IT and cloud management, these Ops groups are transforming the way enterprises operate and compete.</span></p> </div> <a href="https://jefforr.isg-research.net/navigating-the-enterprise-it-ops-labyrinth"><span class="readmore"> Read More </span></a><br><br> Topics: <a href="https://jefforr.isg-research.net/tag/analytics">Analytics</a>, <a href="https://jefforr.isg-research.net/tag/cloud-computing">Cloud Computing</a>, <a href="https://jefforr.isg-research.net/tag/digital-technology">Digital Technology</a>, <a href="https://jefforr.isg-research.net/tag/data-operations">data operations</a>, <a href="https://jefforr.isg-research.net/tag/digital-finance">digital finance</a>, <a href="https://jefforr.isg-research.net/tag/digital-security">Digital Security</a>, <a href="https://jefforr.isg-research.net/tag/observability">Observability</a>, <a href="https://jefforr.isg-research.net/tag/analytic-operations">Analytic Operations</a>, <a href="https://jefforr.isg-research.net/tag/itops">ITOps</a>, <a href="https://jefforr.isg-research.net/tag/devops-and-platforms">DevOps and Platforms</a>, <a href="https://jefforr.isg-research.net/tag/cloudops">CloudOps</a>, <a href="https://jefforr.isg-research.net/tag/machine-learning-operations">Machine Learning Operations</a>, <a href="https://jefforr.isg-research.net/tag/mlops">MLOps</a>, <a href="https://jefforr.isg-research.net/tag/netops">NetOps</a>, <a href="https://jefforr.isg-research.net/tag/secops">SecOps</a>, <a href="https://jefforr.isg-research.net/tag/devsecops">DevSecOps</a>, <a href="https://jefforr.isg-research.net/tag/secfinops">SecFinOps</a>, <a href="https://jefforr.isg-research.net/tag/projectops">ProjectOps</a>, <a href="https://jefforr.isg-research.net/tag/aiops">AIOps</a> <hr> </div> <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://jefforr.isg-research.net/2024-digital-technology-market-agenda-modernization-for-it-and-cio">2024 Digital Technology Market Agenda: Modernization for IT and CIO</a></h2> <div class="author-meta"> Posted by <a href="https://jefforr.isg-research.net/author/jeff-orr"> Jeff Orr </a> on <span class="post-date">01 February 2024 </span> </div>  <hr> </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://jefforr.isg-research.net/hs-fs/hubfs/2024_Digital_Technology_Market_Agenda_Modernization_for_IT_and_CIO.png?width=200&name=2024_Digital_Technology_Market_Agenda_Modernization_for_IT_and_CIO.png" width="200" !important: srcset="https://jefforr.isg-research.net/hs-fs/hubfs/2024_Digital_Technology_Market_Agenda_Modernization_for_IT_and_CIO.png?width=100&name=2024_Digital_Technology_Market_Agenda_Modernization_for_IT_and_CIO.png 100w, https://jefforr.isg-research.net/hs-fs/hubfs/2024_Digital_Technology_Market_Agenda_Modernization_for_IT_and_CIO.png?width=200&name=2024_Digital_Technology_Market_Agenda_Modernization_for_IT_and_CIO.png 200w, https://jefforr.isg-research.net/hs-fs/hubfs/2024_Digital_Technology_Market_Agenda_Modernization_for_IT_and_CIO.png?width=300&name=2024_Digital_Technology_Market_Agenda_Modernization_for_IT_and_CIO.png 300w, https://jefforr.isg-research.net/hs-fs/hubfs/2024_Digital_Technology_Market_Agenda_Modernization_for_IT_and_CIO.png?width=400&name=2024_Digital_Technology_Market_Agenda_Modernization_for_IT_and_CIO.png 400w, https://jefforr.isg-research.net/hs-fs/hubfs/2024_Digital_Technology_Market_Agenda_Modernization_for_IT_and_CIO.png?width=500&name=2024_Digital_Technology_Market_Agenda_Modernization_for_IT_and_CIO.png 500w, https://jefforr.isg-research.net/hs-fs/hubfs/2024_Digital_Technology_Market_Agenda_Modernization_for_IT_and_CIO.png?width=600&name=2024_Digital_Technology_Market_Agenda_Modernization_for_IT_and_CIO.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p><span data-contrast="auto">Ventana Research recently announced its 2024 Market Agenda for </span><a href="https://www.ventanaresearch.com/digitaltechnology"><span data-contrast="none">Digital Technology</span></a><span data-contrast="auto">. This agenda is designed to provide expertise to enterprises across various industries, helping them prioritize technology investments that enhance workforce effectiveness, customer engagement and enterprise agility. Digital Technology is especially important for CIO and Chief Digital Officers looking to rationalize and modernize their IT portfolio. Our expertise will see a significant expansion on this topic in...</span></p> </div> <a href="https://jefforr.isg-research.net/2024-digital-technology-market-agenda-modernization-for-it-and-cio"><span class="readmore"> Read More </span></a><br><br> Topics: <a href="https://jefforr.isg-research.net/tag/business-continuity">Business Continuity</a>, <a href="https://jefforr.isg-research.net/tag/cloud-computing">Cloud Computing</a>, <a href="https://jefforr.isg-research.net/tag/it-service-management">IT Service Management</a>, <a href="https://jefforr.isg-research.net/tag/digital-technology">Digital Technology</a>, <a href="https://jefforr.isg-research.net/tag/digital-security">Digital Security</a>, <a href="https://jefforr.isg-research.net/tag/observability">Observability</a>, <a href="https://jefforr.isg-research.net/tag/iot-and-edge-computing">IoT and Edge Computing</a>, <a href="https://jefforr.isg-research.net/tag/itops">ITOps</a>, <a href="https://jefforr.isg-research.net/tag/devops-and-platforms">DevOps and Platforms</a>, <a href="https://jefforr.isg-research.net/tag/intelligent-automation">Intelligent Automation</a> <hr> </div> <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://jefforr.isg-research.net/cisco-to-acquire-splunk-an-enterprise-swot-assessment">Cisco to Acquire Splunk: An Enterprise SWOT Assessment</a></h2> <div class="author-meta"> Posted by <a href="https://jefforr.isg-research.net/author/jeff-orr"> Jeff Orr </a> on <span class="post-date">28 September 2023 </span> </div>  <hr> </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://jefforr.isg-research.net/hs-fs/hubfs/Cisco_to_Acquire_Splunk_An_Enterprise_SWOT_Assessment.png?width=200&name=Cisco_to_Acquire_Splunk_An_Enterprise_SWOT_Assessment.png" width="200" !important: srcset="https://jefforr.isg-research.net/hs-fs/hubfs/Cisco_to_Acquire_Splunk_An_Enterprise_SWOT_Assessment.png?width=100&name=Cisco_to_Acquire_Splunk_An_Enterprise_SWOT_Assessment.png 100w, https://jefforr.isg-research.net/hs-fs/hubfs/Cisco_to_Acquire_Splunk_An_Enterprise_SWOT_Assessment.png?width=200&name=Cisco_to_Acquire_Splunk_An_Enterprise_SWOT_Assessment.png 200w, https://jefforr.isg-research.net/hs-fs/hubfs/Cisco_to_Acquire_Splunk_An_Enterprise_SWOT_Assessment.png?width=300&name=Cisco_to_Acquire_Splunk_An_Enterprise_SWOT_Assessment.png 300w, https://jefforr.isg-research.net/hs-fs/hubfs/Cisco_to_Acquire_Splunk_An_Enterprise_SWOT_Assessment.png?width=400&name=Cisco_to_Acquire_Splunk_An_Enterprise_SWOT_Assessment.png 400w, https://jefforr.isg-research.net/hs-fs/hubfs/Cisco_to_Acquire_Splunk_An_Enterprise_SWOT_Assessment.png?width=500&name=Cisco_to_Acquire_Splunk_An_Enterprise_SWOT_Assessment.png 500w, https://jefforr.isg-research.net/hs-fs/hubfs/Cisco_to_Acquire_Splunk_An_Enterprise_SWOT_Assessment.png?width=600&name=Cisco_to_Acquire_Splunk_An_Enterprise_SWOT_Assessment.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p>The <a href="https://investor.cisco.com/news/news-details/2023/Cisco-to-Acquire-Splunk-to-Help-Make-Organizations-More-Secure-and-Resilient-in-an-AI-Powered-World/default.aspx">acquisition of Splunk by Cisco</a> marks a significant milestone in the digital security industry. This strategic move combines the strengths of two industry leaders, offering a suite of products and services underpinned by artificial intelligence technologies. However, like any major business decision, it comes with challenges and potential risks. Ventana Research presents an analysis of the strengths, weaknesses, opportunities and threats associated with this acquisition, offering valuable...</p> </div> <a href="https://jefforr.isg-research.net/cisco-to-acquire-splunk-an-enterprise-swot-assessment"><span class="readmore"> Read More </span></a><br><br> Topics: <a href="https://jefforr.isg-research.net/tag/digital-business">Digital Business</a>, <a href="https://jefforr.isg-research.net/tag/digital-security">Digital Security</a>, <a href="https://jefforr.isg-research.net/tag/observability">Observability</a> <hr> </div> <script> // Check active classes var checkClass = function() { if ( $('.fil_item').hasClass('hide') ) { $('.fil_item').removeClass('hide'); } }; // Category filters $('.all').click( function() { checkClass(); }); // Active tag $('.bttn').click(function(){ $('.bttn').removeClass('active'); $(this).addClass('active'); }) </script> </div> <div class="blog-numeric-pagination span12 ">   </div> </div> <div class="blog-sidebar">   <style> .blog-sidebar h3 { font-size: 18px; margin-bottom: 30px; position: relative; color: var(--light_blue); padding-top:40px; } .btn-secondary, .filter-expand-link { text-transform: uppercase; background-color: #113049!important; border-color: #113049!important; color: #ffffff!important; transition: all .15s ease-in-out; animation-timing-function: ease-in-out; font-family: 'Open Sans', sans-serif; font-style: normal; font-weight: 500; text-decoration: none; font-size: 0.875rem; line-height: 1.4000000000000001rem; border-radius: 6px; height: 3.5rem; text-align: center; padding: 0 2.8125rem; border: 1px solid; display: -webkit-inline-box; display: -ms-inline-flexbox; display: inline-flex; -webkit-box-align: center; -ms-flex-align: center; align-items: center; } .filter-expand-link { text-transform: uppercase; background-color: #113049!important; border-color: #113049!important; color: #ffffff!important; transition: all .15s ease-in-out; animation-timing-function: ease-in-out; font-family: 'Open Sans', sans-serif; font-style: normal; font-weight: 500; text-decoration: none; font-size: 0.875rem; line-height: 1.4000000000000001rem; border-radius: 6px; height: 3.5rem; text-align: center; padding: 0 2.8125rem; border: 1px solid; display: -webkit-inline-box; display: -ms-inline-flexbox; display: inline-flex; -webkit-box-align: center; -ms-flex-align: center; align-items: center; } </style> <span class="hs-cta-wrapper" id="hs-cta-wrapper-960cd0b7-7494-40d3-ac1c-5825d5a075be"><span class="hs-cta-node hs-cta-960cd0b7-7494-40d3-ac1c-5825d5a075be" id="hs-cta-960cd0b7-7494-40d3-ac1c-5825d5a075be"><a href="https://cta-redirect.hubspot.com/cta/redirect/2035844/960cd0b7-7494-40d3-ac1c-5825d5a075be"><img class="hs-cta-img" id="hs-cta-img-960cd0b7-7494-40d3-ac1c-5825d5a075be" style="border-width:0px;" src="https://no-cache.hubspot.com/cta/default/2035844/960cd0b7-7494-40d3-ac1c-5825d5a075be.png" alt="JOIN OUR COMMUNITY"></a></span><script charset="utf-8" src="https://js.hscta.net/cta/current.js"></script><script type="text/javascript"> hbspt.cta.load(2035844, '960cd0b7-7494-40d3-ac1c-5825d5a075be', {"useNewLoader":"true","region":"na1"}); </script></span> <span id="hs_cos_wrapper_module_1495215326694198" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="rich_text"><h3 style="color: var(--light_blue);">Our Analyst Perspective Policy</h3> <ul> <li style="display: none; list-style: none;"> <p>Ventana Research’s Analyst Perspectives are fact-based analysis and guidance on business, <g class="gr_ gr_12 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="12" data-gr-id="12">industry</g> and technology vendor trends. Each Analyst Perspective presents the view of the analyst who is an established subject matter expert on new developments, business and technology trends, findings from our research, or best practice insights.</p> <p>Each is prepared and reviewed in accordance with Ventana Research’s strict standards for accuracy and objectivity and reviewed to ensure it delivers reliable and actionable insights. It is reviewed and edited by research management and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Analyst Perspective before it is published. If you have any issue with an Analyst Perspective, please email them to <a href="mailto:ChiefResearchOfficer@isg-research.net">ChiefResearchOfficer@isg-research.net</a></p> </li> </ul> <a class="btn-secondary" href="https://www.isg-research.net/analyst-perspective-policy">View Policy</a></span>  <div id="hs_cos_wrapper_module_168621267066296" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> </style> <h3 style="color: #255a89;">Our Analysts</h3>  <div class="row-fluid"> <div class="span6" style="text-align: center;"> <a href="https://davidmenninger.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=100&name=Menninger.David%20Pic.Circle.png" alt="David Menninger" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=50&name=Menninger.David%20Pic.Circle.png 50w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=100&name=Menninger.David%20Pic.Circle.png 100w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=150&name=Menninger.David%20Pic.Circle.png 150w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=200&name=Menninger.David%20Pic.Circle.png 200w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=250&name=Menninger.David%20Pic.Circle.png 250w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=300&name=Menninger.David%20Pic.Circle.png 300w"> <h5 class="analyst_name">David Menninger</h5> </a> </div> <div class="span6" style="text-align: center;"> <a href="https://jefforr.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=100&name=Orr.Jeff.Circle.png" alt="Jeff Orr" width="100" data-constrained="true" caption="false" srcset="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=50&name=Orr.Jeff.Circle.png 50w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=100&name=Orr.Jeff.Circle.png 100w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=150&name=Orr.Jeff.Circle.png 150w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=200&name=Orr.Jeff.Circle.png 200w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=250&name=Orr.Jeff.Circle.png 250w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=300&name=Orr.Jeff.Circle.png 300w" sizes="(max-width: 100px) 100vw, 100px"> <h5 class="analyst_name">Jeff Orr</h5> </a> </div> </div>   <div class="row-fluid"> <div class="span6" style="text-align: center;"> <a href="https://keithdawson.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=100&name=Dawson.Keith%20Pic.Circle.png" alt="Keith Dawson" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=50&name=Dawson.Keith%20Pic.Circle.png 50w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=100&name=Dawson.Keith%20Pic.Circle.png 100w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=150&name=Dawson.Keith%20Pic.Circle.png 150w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=200&name=Dawson.Keith%20Pic.Circle.png 200w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=250&name=Dawson.Keith%20Pic.Circle.png 250w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=300&name=Dawson.Keith%20Pic.Circle.png 300w"> <h5 class="analyst_name">Keith Dawson</h5> </a> </div> <div class="span6" style="text-align:center;"> <a href="https://marksmith.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=100&name=Smith.Mark%20Pic.Circle.png" alt="Mark Smith" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=50&name=Smith.Mark%20Pic.Circle.png 50w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=100&name=Smith.Mark%20Pic.Circle.png 100w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=150&name=Smith.Mark%20Pic.Circle.png 150w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=200&name=Smith.Mark%20Pic.Circle.png 200w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=250&name=Smith.Mark%20Pic.Circle.png 250w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=300&name=Smith.Mark%20Pic.Circle.png 300w"> <h5 class="analyst_name">Mark Smith</h5> </a> </div> </div>   <div class="row-fluid"> <div class="span6" style="text-align: center;"> <a href="https://mattaslett.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=100&name=Aslett.Matt%20Pic.Circle.png" alt="Matt Aslett" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=50&name=Aslett.Matt%20Pic.Circle.png 50w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=100&name=Aslett.Matt%20Pic.Circle.png 100w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=150&name=Aslett.Matt%20Pic.Circle.png 150w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=200&name=Aslett.Matt%20Pic.Circle.png 200w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=250&name=Aslett.Matt%20Pic.Circle.png 250w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=300&name=Aslett.Matt%20Pic.Circle.png 300w"> <h5 class="analyst_name">Matt Aslett</h5> </a> </div> <div class="span6" style="text-align: center;"> <a href="https://matthewbrown.isg-research.net/"> <img class="analyst_img" style="width: 100px;" src="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=100&name=profile_vr_matthew_brown_circle_900x900.png" alt="Matthew Brown" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=50&name=profile_vr_matthew_brown_circle_900x900.png 50w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=100&name=profile_vr_matthew_brown_circle_900x900.png 100w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=150&name=profile_vr_matthew_brown_circle_900x900.png 150w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=200&name=profile_vr_matthew_brown_circle_900x900.png 200w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=250&name=profile_vr_matthew_brown_circle_900x900.png 250w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=300&name=profile_vr_matthew_brown_circle_900x900.png 300w"> <h5 class="analyst_name">Matthew Brown</h5> </a> </div> </div>   <div class="row-fluid"> <div class="span6" style="text-align: center;"> <a href="https://robertkugel.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=100&name=Kugel.Robert%20Pic.Circle.png" alt="Robert Kugel" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=50&name=Kugel.Robert%20Pic.Circle.png 50w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=100&name=Kugel.Robert%20Pic.Circle.png 100w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=150&name=Kugel.Robert%20Pic.Circle.png 150w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=200&name=Kugel.Robert%20Pic.Circle.png 200w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=250&name=Kugel.Robert%20Pic.Circle.png 250w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=300&name=Kugel.Robert%20Pic.Circle.png 300w"> <h5 class="analyst_name">Robert Kugel</h5> </a> </div> <div class="span6" style="text-align: center;"> <a href="https://stephenhurrell.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=100&name=Hurrell.Stephen%20Pic.Circle.png" alt="Stephen Hurrell" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=50&name=Hurrell.Stephen%20Pic.Circle.png 50w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=100&name=Hurrell.Stephen%20Pic.Circle.png 100w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=150&name=Hurrell.Stephen%20Pic.Circle.png 150w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=200&name=Hurrell.Stephen%20Pic.Circle.png 200w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=250&name=Hurrell.Stephen%20Pic.Circle.png 250w, https://jefforr.isg-research.net/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=300&name=Hurrell.Stephen%20Pic.Circle.png 300w"> <h5 class="analyst_name">Stephen Hurrell</h5> </a> </div> </div>   <div class="row-fluid">  <div style="text-align: center;"> <a href="https://blog.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://jefforr.isg-research.net/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=100&name=ISG_Bug_Reverse_Transparent.png" alt="ISG Software Research" width="100" data-constrained="true" caption="false" srcset="https://jefforr.isg-research.net/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=50&name=ISG_Bug_Reverse_Transparent.png 50w, https://jefforr.isg-research.net/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=100&name=ISG_Bug_Reverse_Transparent.png 100w, https://jefforr.isg-research.net/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=150&name=ISG_Bug_Reverse_Transparent.png 150w, https://jefforr.isg-research.net/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=200&name=ISG_Bug_Reverse_Transparent.png 200w, https://jefforr.isg-research.net/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=250&name=ISG_Bug_Reverse_Transparent.png 250w, https://jefforr.isg-research.net/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=300&name=ISG_Bug_Reverse_Transparent.png 300w" sizes="(max-width: 100px) 100vw, 100px"> <h5 class="analyst_name">ISG Software Research</h5> </a> </div> </div>  </div> <div id="hs_cos_wrapper_module_1552944263900179" class="hs_cos_wrapper 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</ul> </div> </div> </div> </div> </div> </div> <a href="javascript:" id="return-to-top"> </a> </footer> </div>  <script defer src="/hs/hsstatic/content-cwv-embed/static-1.1293/embed.js"></script> <script src="https://jefforr.isg-research.net/hs-fs/hub/2035844/hub_generated/template_assets/94278782902/1725882474552/Ventana_Research_2023/Ventana_Research_2023_child.min.js"></script> <script> var hsVars = hsVars || {}; hsVars['language'] = 'en'; </script> <script src="/hs/hsstatic/cos-i18n/static-1.53/bundles/project.js"></script> <script src="https://jefforr.isg-research.net/hs-fs/hub/2035844/hub_generated/module_assets/90531062927/1702386872146/module_90531062927_Header-Global.min.js"></script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "ServiceNow Puts AI to Work at Knowledge 2024 Conference", "mainEntityOfPage": "https://jefforr.isg-research.net/servicenow-puts-ai-to-work-at-knowledge-2024-conference", "datePublished": "17/06/2024", "dateModified": "17/06/2024", "articleBody": "ServiceNow is a global software provider that has developed a cloud computing platform that helps organizations manage digital workflows for enterprise operations. The provider uses its annual Knowledge user conference to educate customers and showcase product announcements. Ventana Research had the opportunity to attend the Knowledge 2024 event and provides this analyst perspective to summarize what transpired. ServiceNow has evolved beyond its traditional audience, beyond IT service management (ITSM) and IT operations management (ITOM), to include workflow optimization for other enterprise departments. The company noted that its net-new average contract value (NNACV) from ITSM is no longer the largest contributor to revenue. ServiceNow offers its Now Platform as modules for customer service management (CSM), enterprise asset management, field service management, HR service delivery (HRSD), ITSM, ITOM, IT asset management, security operations, strategic portfolio management, telecommunications service management and workplace service delivery, among others. At Knowledge 2024, it demonstrated its expansion into enterprise architecture and collaborative work management, which is part of its strategic portfolio management offering. ServiceNow also presented advancements in procurement and finance that help improve supply chain efficiency. ServiceNow also has a module called Creator intended for the developer community. Creator offers a low-code interface that makes writing cloud applications within the Now Platform more accessible to knowledge workers that understand the workflow intent while not requiring deep programming experience. With the diversification of modules and revenue beyond IT services, ServiceNow aims to become the “platform of platforms.” Consolidating various processes, data and tools across line of business to a single environment can enable cross-team collaboration and sharing best practices. What challenges might it encounter in achieving this goal? It has only one product configuration. Versions of the software with a narrower set of functionalities are not offered, putting it out of reach for smaller enterprises looking to improve workflow management. This is a sizeable market opportunity for ServiceNow; however, it would require a different price point and a subset of current features. Similarly, organizations that adopt the software platform and do not assign the resources to integrate and maintain the software may experience buyers’ remorse and low satisfaction. Even so, ServiceNow touts a customer renewal rate exceeding 98%. Several product and partner announcements were issued during the Knowledge 2024 event. Two of note highlight the maturity of the Now Platform database technologies and the integration of generative AI (GenAI) capabilities beyond a simple chatbot interface. Database technology enables applications like the Now Platform to quickly access information from across the organization. ServiceNow has utilized a configuration management database (CMDB) to store and manage information in an IT environment for many years. The software provider announced the release of RaptorDB, combining relational PostgreSQL and columnar database capabilities. RaptorDB enables ServiceNow to integrate with external systems and scale the data. While the full potential of the announcement remains to be seen, ServiceNow had JP Morgan on stage sharing its challenges with consolidating more than 500 onboarding steps and how automating the workflow with ServiceNow has improved efficiency and usability. The example demonstrates the sheer size of workflows that can be automated and optimized. Now Assist is the GenAI chatbot interface available in the ITSM, CSM, HRSD and Creator products, utilizing training data from a ServiceNow domain-specific large language model (LLM). A lack of expertise in AI skills was cited as the most significant challenge for enterprise adoption of AI technologies by 44% of participants according to the ISG Market Lens AI Study. ServiceNow applies a low-code/no-code approach to the Now Platform to reduce the need for specialized skills, and the chatbot interface of Now Assist is familiar to users of enterprise communication and collaboration tools. At the Knowledge 2024 event, ServiceNow announced a partnership with Microsoft’s Teams Copilot to hand off tasks between the two GenAI environments. User queries are initiated through either chat interface, and the context of the query determines when the other tool should be invoked. Microsoft shared that more than 90% of enterprise users start their day in Teams, suggesting that the partnership will be a convenient addition for users of both software. However, the financial feasibility of paying for Now Assist usage (LLM calls) as well as Teams Copilot licenses could slow the adoption of GenAI tools from multiple software providers. General availability of English language training is expected during the second half of 2024, with additional languages and interactions planned through 2025. ServiceNow is finding success with customers who have onboarded to the platform. It has few competitors that offer its breadth of capability for workflow management. The provider has also excelled at retaining enterprise customers. The third, and less often discussed, component is new customer acquisition. The end-to-end customer journey can be described in three parts analogous to commercial air travel: Climbing to altitude; the experience at cruising altitude; and the descent to the destination. The strategies and messaging for each part of the journey are unique. Growing the customer base for ServiceNow relies on making the platform relevant to functions outside of ITSM. In recent financial quarters, ServiceNow cites more than 50% of NNACV are for Now Platform modules other than ITSM. Expanding the total addressable market into line of business activities is where the greatest growth for ServiceNow customers will occur. The selling process that ServiceNow and other software providers face is often met with turbulence. There are objections to be overcome as well as aligning the software platform with value creation for the enterprise. One of the challenges that ServiceNow must confront in addressing new market segments is the “all or nothing” product approach it takes—the Now Platform is the only offering. If the enterprise is solely looking to address intelligent automation, for example, it may only identify value in the robotic process automation (RPA), intelligent document processing (IDP) and conversational automation elements of the platform. As an integrated platform, there is risk of enterprises paying for functionality they will not use. This can create procurement frustration. Upon reaching a safe cruising altitude, commercial pilots announce that it is safe to move about the cabin. The experience is positive and efficient. This stage of the customer journey is signified by ServiceNow customers building workflows and experiencing the benefits of the technology. Ventana Research asserts that by 2026, over two-thirds of enterprises will standardize on a single digital platform for workflow automation and will deploy intelligent automation technologies to eliminate redundant manual work. The Knowledge conference typifies the spoils of having a diverse range of business customers. For every announcement made, an existing customer is brought on stage to explain how these new capabilities aid the enterprise. And with new releases of the Now Platform every six months, ServiceNow keeps the experience fresh while addressing additional types of workflows. Now Assist, the GenAI-powered chatbot, brings data closer to the workforce and offers a glimpse of future use cases. ServiceNow strives to keep customers on this segment of the journey for as long as possible. The end of the journey for ServiceNow customers is equivalent to migration away from or abandonment of investments in the Now Platform. ServiceNow reports that it has a 98%+ renewal rate for the platform, which suggests a high level of customer satisfaction. While adoption by the entire addressable market or 100% renewal rates are unlikely to ever be achieved, enterprise change and the resulting commercial agreements will always be a customer retention factor. Some enterprises question the value received for the investment in software platforms when ROI is not happening or not occurring fast enough. The messaging from ServiceNow needs to address flights at multiple altitudes. CEO Bill McDermott communicates the company’s momentum message with the longest-term horizon, such as, “We just passed $10 billion and have a plan to pass through $20 billion.” A different message is necessary for the installed base of enterprises. It must convey to customers how ServiceNow will deepen the value and commitment to the growth of the platform. And additional messaging must get enterprises to consider the ServiceNow platform. Since the Now Platform is the entire product portfolio, prospective customers must determine if there is a Swiss Army Knife debate—will we pay for functionality that we may never use? This is a real concern for software providers moving prospective organizations through the sales funnel. ServiceNow is in an interesting position of market adoption, and the software provider controls its own destiny: It lacks direct competition. Other software providers offering workflow management do not offer the same breadth of capabilities and may be considered a stepping stone for organizations not yet ready for a ServiceNow relationship. It has a sizeable installed base for the Now Platform that addresses several industries. Furthermore, the software provider has diversified beyond serving only ITSM needs and experienced revenue growth from customer support, security operations and other enterprise teams. Revenues have surpassed the $10 billion mark, and the company has its sights set on $20 billion. Business execution is key to maintaining this position and delivering on the latest announcements. ServiceNow must also establish the value of GenAI in the minds of its customers. The Knowledge 2024 user conference theme of put AI to work embodies the next chapter for the company. Regards, Jeff Orr", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ServiceNow_Puts_AI_to_Work_at_Knowledge_2024_Conference.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "Jeff Orr", "url": "https://jefforr.isg-research.net/author/jeff-orr", "sameAs": "https://www.linkedin.com/in/jefforr" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "jefforr.isg-research.net", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "Navigating the Enterprise IT Ops Labyrinth", "mainEntityOfPage": "https://jefforr.isg-research.net/navigating-the-enterprise-it-ops-labyrinth", "datePublished": "10/04/2024", "dateModified": "10/04/2024", "articleBody": "Enterprises are increasingly recognizing the need to streamline operations for efficiency, agility and innovation. This has led to various “operations” or “Ops” initiatives, each focusing on a specific aspect of enterprise IT. From software development and data analytics to IT and cloud management, these Ops groups are transforming the way enterprises operate and compete. Mergers and acquisitions, goal alignment, the addition of roles and a convergence of software technology have contributed to enterprise team structure changes, leading to a growing emphasis on specialized Ops groups. When enterprises merge or acquire others, structural changes are inevitable. These events often prompt a reevaluation of existing teams and the creation of new groups to better serve the enterprise’s goals. Team members may change roles, and new departments may form. Promotions and the addition of new roles can enhance team growth. By promoting team members and hiring new talent, enterprises can align with management initiatives and adapt to changing demands. The rise of cloud computing, intelligent automation and artificial intelligence has led to a convergence of software and services. These adjustments can lead to short-term challenges but contribute to long-term organizational effectiveness. Operations groups have emerged to optimize these areas. Each “Ops” area is prioritized based on the enterprise’s business requirements, which must be regularly evaluated and reviewed. Examples of “Ops” areas include: DevOps, a software development methodology that emphasizes collaboration and communication between development and operations teams. It aims to automate the software delivery process and improve the quality of software releases. DevOps can help deliver software faster, with fewer errors, at a lower cost. DataOps, a methodology that aims to improve the quality and reduce the cycle time of data analytics. It emphasizes collaboration between data analysts, data engineers, data scientists and operations teams. DataOps can improve the decision-making process by providing timely and accurate data. ITOps, a set of practices that focuses on the day-to-day operations of IT systems. It includes tasks such as monitoring, incident management and capacity planning. ITOps can help ensure that IT systems are running smoothly and efficiently. CloudOps, dealing with the day-to-day operation of cloud infrastructure. It includes tasks such as provisioning, monitoring and scaling cloud resources. CloudOps ensures that cloud infrastructure is secure, reliable and cost-effective. NetOps, focusing on the operation of network infrastructure. It includes tasks such as network monitoring, configuration management and troubleshooting. NetOps contributes to the reliability and security of the network infrastructure. AIOps, an emerging field that combines artificial intelligence and machine learning with ITOps. It aims to automate IT operations tasks and improve the efficiency of IT systems. AIOps can help reduce the time and effort required to manage IT systems. MLOps, practices that focus on the collaborative and automated management of the end-to-end machine learning life cycle. It includes tasks such as model development, testing, deployment and monitoring. MLOps aims to streamline machine learning workflows to ensure that models are scalable, reproducible and reliable. SecOps, focusing on integrating security into the software development and IT operations processes. Its purpose is to improve the security of IT systems and reduce the risk of cyberattacks. SecOps can help protect the enterprise's data and reputation. DevSecOps, an extension of DevOps that emphasizes the integration of security into the software development process. It ensures that security is built into software from the beginning, rather than being added as an afterthought. DevSecOps can help reduce the risk of security breaches and maintain compliance with regulations. FinOps, a set of practices for optimizing cloud costs. It helps enterprises manage cloud spending by providing visibility into cloud usage and costs. FinOps can help reduce cloud costs and improve the efficiency of cloud operations. SecFinOps, an emerging field that combines security, finance and operations. It helps enterprises manage security and compliance risks while optimizing cloud costs. The goal for this team is to balance the need for security and compliance with the need to reduce cloud costs. ProjectOps, enhancing technology-related project delivery, resource allocation and strategic alignment with business objectives. An operations focus within the PMO can promote automation practices across project management processes, streamlining workflows. AnalyticOps, focusing on the operational aspects of data analytics, encompassing tasks such as data preparation, analysis automation and insight delivery. It ensures that analytical models are efficiently managed and consistently deliver actionable intelligence. All of these categories are important. However, prioritizing different “Ops” areas depends on several factors specific to each business. For example, an enterprise that relies heavily on data analytics may prioritize DataOps, while an enterprise that develops software applications may prioritize DevOps. The demand for efficient operational groups is so strong in certain areas that we assert that by 2026, software providers for enterprise observability platforms and tools must improve growth opportunities and broaden the scope beyond DataOps and SecOps to include DevOps, MLOps and AIOps. Some general steps an organization can follow when considering how to prioritize “Ops” initiatives include: Identifying business goals and objectives such as using balanced scorecards or OKRs. Assessing the current state with tools and frameworks including a SWOT analysis and industry benchmarking. Determining needs with a gap analysis framework to map gaps directly to business goals. Prioritizing based on impact and feasibility with a scoring system to quantify these factors. Developing an implementation plan of key components that considers resource allocation, timelines and risk management strategies. Reviewing and adjusting accordingly. A structured review process, such as PDCA (Plan-Do-Check-Act), and regular updates to the Ops strategy based on performance metrics promotes continuous improvement. The purpose of “Ops” areas is to improve the resilience, agility, efficiency and effectiveness of IT systems, so it is important to nurture a learning-oriented environment. Once the appropriate initiatives are identified, it will be necessary to track progress. Measuring the success of “Ops” initiatives can be accomplished through quantitative and qualitative metrics. General metrics enterprises can track include: Efficiency: How efficiently resources are used, such as cycle time, error rates and resource utilization. Quality: The quality of the output, including defect density, uptime and customer satisfaction scores. Productivity: Measuring the output relative to the input, such as deployment frequency and lead time for changes. Business impact: How the “Ops” affect the business—for example, ROI, cost savings and increased revenue. Learning and growth: Measuring improvements in skills and capabilities, including training hours, skill upgrades and employee satisfaction. The specific metrics used will depend on the organization’s goals and the nature of the “Ops” initiative. It is crucial to have a balanced set of metrics that cover different aspects of the initiative. This will help evaluate success from as many business perspectives as possible. In today’s business, “Ops” initiatives have evolved beyond the realm of mere buzzwords. They have emerged as integral components of a thriving enterprise, serving as the backbone of operational efficiency and innovation. This positions enterprises to address resilience in the face of challenges, agility in response to changing market demands and sustained growth in the long run. Moreover, these “Ops” initiatives are paving the way for a future enterprise where technology and business goals are seamlessly aligned. The importance of these “Ops” areas will only continue to grow, making them an indispensable part of any successful enterprise strategy. Regards, Jeff Orr", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/Navigating_the_Enterprise_IT_Ops_Labyrinth.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "Jeff Orr", "url": "https://jefforr.isg-research.net/author/jeff-orr", "sameAs": "https://www.linkedin.com/in/jefforr" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "jefforr.isg-research.net", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "2024 Digital Technology Market Agenda: Modernization for IT and CIO", "mainEntityOfPage": "https://jefforr.isg-research.net/2024-digital-technology-market-agenda-modernization-for-it-and-cio", "datePublished": "01/02/2024", "dateModified": "01/02/2024", "articleBody": "Ventana Research recently announced its 2024 Market Agenda for Digital Technology. This agenda is designed to provide expertise to enterprises across various industries, helping them prioritize technology investments that enhance workforce effectiveness, customer engagement and enterprise agility. Digital Technology is especially important for CIO and Chief Digital Officers looking to rationalize and modernize their IT portfolio. Our expertise will see a significant expansion on this topic in 2024. Digital technology has proven to be a business necessity, as demonstrated during the pandemic. It enables enterprises to operate across various channels and with the speed and flexibility that today’s customers demand. In 2020, however, many enterprises found themselves unprepared for the sudden shift to remote and hybrid digital operations. This was due to a variety of factors, including a lack of secure and accessible infrastructure, digital skills and data security measures. The key lesson from this experience is the need for continuous refinement of digital transformation initiatives. Looking ahead, it is crucial to develop an effective digital strategy that enables enterprises to compete for and retain customers in an increasingly digital world. This includes staying abreast of emerging trends such as intelligent automation, AIOps and observability. Our 2024 Market Agenda focuses on critical areas of digital technology using insights and best practices to help enterprises ensure optimal outcomes. We continue to track cloud computing as a focus since the complexities in managing applications and systems across hybrid and multi-cloud environments have introduced new challenges. In addition, the convergence of collaborative and conversational technologies supports a new generation of digital technology for enterprises. We assert that by 2026, more than one-half of enterprises will have invested in newly formed digital platforms to unify collaborative and conversational technology and simplify the work experience. Digital technology helps enterprises gain intelligence and launch automation that ensures ongoing levels of effectiveness for the overall business and within specific processes. Our Digital Technology expertise includes nine focus areas: Business Continuity, Cloud Computing, DevOps and Platforms, Digital Security, Intelligent Automation, Internet of Things and Edge Computing, IT Service Management, ITOps and Observability. Business Continuity Business continuity and resilience are crucial in the use of software technology, such as cloud platforms and digital security, to define a strategy to successfully weather any market disruption. Enterprises must control strategic outcomes, such as minimizing downtime and maintaining data integrity, by ensuring continuous reliability with software technology. This makes certain that ongoing operations occur across every line of business, not just the IT operation. However, this has created challenges. We assert that by 2026, one-quarter of enterprise CIOs will realize that overinvestment and complexity in the business continuity plan hinders rather than enhances operational resilience. Cloud Computing Enterprises continue to migrate toward computing technology operating outside of the traditional data center or internally managed servers. Our focus on cloud computing covers aspects such as data security, cost management and growth of hybrid and multi-cloud environments. We assert that by 2026, nearly one-half of enterprises will have started implementation of a secure access service edge (SASE) strategy due to increased adoption of hybrid and multi-cloud environments. SASE combines network security and wide area networking capabilities in a single cloud-based service. Unlike decades past, today’s challenge is managing the operation of applications and systems across noncorporate-owned environments. For instance, an enterprise might use a combination of on-premises, private cloud and public cloud services. This may require enhanced governance of service-level agreements necessary for reliability and security. With potentially dozens of cloud service providers, an enterprise may find it necessary to integrate and adapt applications to broader, enterprise-level requirements to achieve workflow and efficiency. This could involve using middleware to allow different software applications to communicate with each other. In 2024, our Cloud Computing Buyers Guide research will examine how the portfolio of digital technologies operate across hybrid, public and private cloud service providers, with the aim of helping enterprises make informed decisions about cloud strategies. DevOps and Platforms The market for DevOps is dynamic and evolving. As we move into 2024, the focus of our firm’s agenda will be on the intersection of DevOps and software platforms. The shift in the enterprise IT landscape is palpable. More enterprises are realizing the immense value of integrating operations and development teams as a critical component of a successful enterprise IT strategy. However, the journey to successful DevOps implementation is fraught with challenges, and not all enterprises are equipped to navigate this transition smoothly. By 2027, 1 in 6 enterprises will fail to implement secure application development forcing a strategy change to integrate security into DevOps pipelines or adopt infrastructure as code. This market assertion underscores the importance of security in the DevOps pipeline, a factor that cannot be overlooked. Considering this, we will be producing a Buyers Guide for both application development and DevOps software platforms. Our aim is to provide research and perspective to help enterprise IT leaders navigate these challenges and capitalize on the opportunities presented by DevOps and platforms such as application development and maintenance, low-code/no-code application tools and container orchestration. Digital Security An effective digital security strategy unifies the bifurcated approach to cyber and information security that exists in enterprises. For example, integrating cybersecurity measures with data privacy policies can help achieve this unification. These security processes, such as encryption and multi-factor authentication, need to be embedded and governed across all digital technologies. Our market agenda focuses on the importance of comprehensive digital security, which is essential to protect the people, processes and assets—including intellectual property—of an enterprise, from threats like data breaches and cyberattacks. Our examination of digital security will explore aspects such as threat detection and incident response. Dedicated software technologies have evolved to ensure the proper governance and risk mitigation necessary to support distributed enterprises with disparate supporting systems operating across hybrid-computing environments. The effective use of best practices, such as regular security audits and timely patch management, can guide the integration and interconnection of these digital security operations, while mitigating risks through use of technological advancements. Our market research on digital security will examine lessons learned from 2023 and earlier that still plague digital technology across the enterprise. We will create a Buyers Guide to assess software applications for protection of data, email and endpoints. We will also create a Buyers Guide to evaluate new methods for human-to-machine and machine-to-machine verification for identity management. We assert that by 2026, over two-thirds of enterprises will have adopted digital identity platforms that unify digital security to protect enterprises’ intellectual assets. Intelligent Automation For many enterprises, the disparate operation of software applications that support processes must be augmented to enable automation—and hopefully intelligence—for increased efficiency in digital business. Our focus on intelligent automation will cover aspects such as robotic process automation (RPA), AI and ML. The technology that orchestrates the workflow of messages and transactions supporting activities and tasks, such as business process management (BPM) and workflow automation tools, is critical, but also needs to balance the workload of resources across the enterprise. We assert that by the end of 2026, more than 3 in 5 enterprises will have deployed automated virtual agents for efficient customer and worker engagement and operational effectiveness. Advancements in RPA, such as cognitive automation and intelligent document processing, have evolved to facilitate next-level operational effectiveness in business and IT processes. Our goal is to help enterprises prioritize the technology and software providers supporting people and systems that operate across cloud-computing environments. Our market research in 2024 will generate Buyers Guides for automation platforms, conversational automation and process mining, examining how automation and intelligence are best instrumented to meet both front- and back-office requirements for workflow and workloads across the enterprise, such as using AI to automate data entry tasks or using ML to predict workload patterns. IoT and Edge Computing Innovative enterprises are adopting intelligent automation strategies, capitalizing on the broader digital business opportunities arising from data in motion. The internet of things (IoT) encompasses a range of devices and sensors that transmit data through events and messages, unlocking new computing and monetization opportunities. Through 2025, the zettabytes of data generated by IoT devices will motivate software providers to offer data management tools incorporating ML and GenAI capabilities that help enterprises extract meaningful insights. Event and messaging stream technologies are enabling continuous operation, supporting a broader agenda from sustainability to business continuity objectives and business processes. Real-time data from machines and sensors, delivered by IoT devices, enables the monitoring and adjustment of machine and workforce operations, providing intelligent responses to situations that require action. IT Service Management The market for IT Service Management software is rapidly evolving, blending seamlessly with the strengths of digital enterprise IT strategy. The efficiency gains from intelligent automation and AI software technology, such as GenAI and NLP, are revolutionizing traditional ITSM practices like ticket management and workflows, enhancing employee engagement and experience. Digital workflows are not just a trend, but a transformational force reshaping enterprises. We assert that through 2025, the creation and maintenance of digital workflows will remain the leading transformative activity for enterprises to create new business processes, culture and customer experiences. These workflows are integral to the ITSM pipeline. Our 2024 research will include a Buyers Guide of ITSM software and providers. ITOps The ITOps software market is currently experiencing a transformative shift driven by the integration of advanced technologies such as AIOps, NLP and ML. These technologies are not only streamlining workflows but also enhancing application performance management. As we move into 2024, our research focus will be on these emerging trends, providing a comprehensive perspective on the evolving landscape. By 2025, the desire for a holistic view of IT operations will lead 60% of CIOs to include AIOps on technology priorities to help manage hybrid infrastructure and optimized workloads. This assertion underscores the strategic importance of AIOps in the future of ITOps software platforms. Our 2024 research will include a Buyers Guide for ITOps software platforms and providers. Observability The IT software landscape is being transformed by the rise of data observability, logs, traces, metrics and open-source tools like OpenTelemetry. The spotlight is now on monitoring both application and network performance, with the integration of AIOps and observability pipelines in an event-driven architecture becoming increasingly prevalent. By 2026, the limitations of data source discovery and the growth of IT blind spots will result in nearly one-half of enterprises investing in new observability platforms and tools to maintain visibility across all systems. This market assertion demonstrates the urgency and necessity of investing in advanced observability platforms. The growth of IT blind spots is a pressing issue that can be mitigated with the right tools and platforms. In 2024, our research will concentrate on providing a Buyers Guide for observability data software platforms and providers. We will also delve into the role of AI model observability, a relatively new aspect that holds significant potential for enhancing IT operations. Improving the digital experience across the workforce as well as for customers, partners and the overall supply chain has become a business imperative for 2024. Enhancements to the digital workflows of processes and activities can improve enterprise readiness to support the objectives and intentions of everyone in the workforce. Optimizing the path forward in 2024 will require a heightened sense of the purpose and operation of digital technology as well as an understanding of expected outcomes for enabling business continuity and performance. Establishing a priority focus for digital technology investments will ensure appropriate rewards for the time and resources dedicated to this necessity. Subscribe to our Ventana Research community at no cost to stay current on our 2024 research efforts. Explore our Digital Technology expertise and focus areas for more on the detailed research agenda and continuously updated 90-day calendar as well as expanded research facts and best practices. Regards, Jeff Orr", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/2024_Digital_Technology_Market_Agenda_Modernization_for_IT_and_CIO.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "Jeff Orr", "url": "https://jefforr.isg-research.net/author/jeff-orr", "sameAs": "https://www.linkedin.com/in/jefforr" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "jefforr.isg-research.net", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "Cisco to Acquire Splunk: An Enterprise SWOT Assessment", "mainEntityOfPage": "https://jefforr.isg-research.net/cisco-to-acquire-splunk-an-enterprise-swot-assessment", "datePublished": "28/09/2023", "dateModified": "28/09/2023", "articleBody": "The acquisition of Splunk by Cisco marks a significant milestone in the digital security industry. This strategic move combines the strengths of two industry leaders, offering a suite of products and services underpinned by artificial intelligence technologies. However, like any major business decision, it comes with challenges and potential risks. Ventana Research presents an analysis of the strengths, weaknesses, opportunities and threats associated with this acquisition, offering valuable insights to help chief information officers and chief information security officers understand the implications of this transaction and make informed decisions for their organizations. Strengths: The deal brings together two organizations with a wealth of complementary expertise. The combined business touts products in observability and digital security supported by machine learning technologies. This enhances the joint product capabilities and provides organizations with a more comprehensive approach tailored to specific needs. Cisco announced its Extended Detection and Response security platform at the RSA Conference earlier this year. The platform increases an organization’s visibility across the network and endpoints to improve risk management and remediation time for security operations centers (SOCs). Splunk is an established provider of security information and event management technology. The Splunk Enterprise Security product uses SIEM to provide a single, streamlined view of an organization’s data. This allows the organization to detect, investigate and respond to security threats identified by real-time visibility across on-premises, hybrid or cloud environments. It also delivers historical analysis. Combining Cisco XDR with Splunk SIEM observability and enhancing it with AI technologies could enable organizations to accelerate data reviews, improving threat prediction and prevention. The acquisition’s strengths lie in its ability to deliver superior value to enterprise organizations, helping navigate the complexities of the digital landscape with greater ease and efficiency. This positions the combined entity as a trusted partner for organizations seeking to incorporate technology for business growth and digital security. Splunk also offers a simplified approach to structuring contracts, according to IT leaders familiar with both vendors, which is an efficiency they hope will be retained by the new entity. Objections to a vendor over its licensing complexity could be a deal-breaker for organizations that have yet to decide. Weaknesses: Integrating two large organizations, such as Cisco and Splunk, is a complex process that presents several challenges. One of the primary concerns is aligning the strategic objectives of both companies, which may have evolved independently over time. This alignment is crucial to warrant that the combined entity can operate effectively and deliver on its promises. Another concern is the resulting technology strategy of the new entity and any leverage between the two organizations, which is unclear at the onset of the acquisition. Splunk’s evolution of its product and technology cloud architecture has evolved such that its adoption varies across a wide range of use cases. Another significant challenge is managing the distinct cultures of both organizations. With its contrarian business culture that shares similarities with the hacker community, Splunk operates quite differently from Cisco, a traditional enterprise network equipment vendor. This cultural difference could lead to friction during the integration process and potentially impact the efficiency and effectiveness of the combined entity in how it communicates to respective customers and audiences. Organizations considering the products and services resulting from this acquisition could find these weaknesses pose certain risks. The integration challenges might lead to delays in product development or service delivery. Furthermore, cultural differences could impact the quality of customer service and support provided by the new entity. Therefore, enterprise organizations need to carefully evaluate these potential risks when deciding to engage with the combined business. Opportunities: The acquisition presents a unique opportunity to incorporate AI technologies to enhance digital security and observability. Initial services offered by the combined entity are expected to feature AI-enhanced search capabilities, providing users with a more efficient and effective experience. Looking ahead, the introduction of generative AI into future products could further customize and personalize the user experience. Ventana Research asserts that through 2026, more than one-half of organizations will increase their investment in observability technology to accelerate the value being generated from telemetry data including logs, traces and metrics. These advancements present an opportunity for organizations to maximize the value of digital security investments. Focusing on proactive activities such as threat protection and prevention and reducing the mean time to identify (MTTI) and mean time to resolve (MTTR), can significantly enhance security posture. Moreover, the acquisition could potentially catapult Cisco’s digital security product credibility into the ranks of the world’s largest software companies. This not only increases its market presence but also broadens its customer base. Cisco has a channel-centric business; Splunk has tried to expand its focus from machine data to being a general-purpose data and analytics provider. As part of a larger organization, Splunk has greater freedom to expand its global standing and be part of a well-established brand. However, these opportunities come with certain risks for global enterprise organizations. Reliance on AI technologies, while beneficial, could lead to over-dependence and potential vulnerabilities if not managed properly. Furthermore, as Cisco grows in size and influence, there could be concerns about vendor lock-in and reduced flexibility. Organizations need to carefully consider these factors when deciding to engage with the new entity. Threats: The digital security market is highly competitive, teeming with established vendors. This intense competition could pose a significant threat to the newly formed entity post-acquisition. Competitors may offer similar or superior products and services, potentially impacting the market share and profitability of the combined business. For enterprise organizations, this competitive landscape could present both risks and opportunities. It could lead to more choices and better pricing due to competition. On the other hand, it could result in potential uncertainties regarding continuity and support for products and services, especially if competitors gain a significant advantage and if Splunk product release cycles slow to be comparable with Cisco’s schedule. Moreover, the rapidly evolving nature of digital security technologies could also pose a threat. The combined entity will need to continually innovate and adapt to keep pace with technological advancements and changing customer needs. Regulatory changes and compliance requirements in different regions could also pose challenges. Changes in data privacy laws and responsible AI uses, for instance, could impact how digital security services are delivered and used. While the acquisition brings numerous opportunities, enterprise organizations must remain cognizant of these external threats when considering engagement with the new entity. For CIO and technology leaders, Ventana Research suggests focusing on three key points: Integration challenges: Understand the potential impact of integration on Splunk’s operation timelines and service delivery once the acquisition is complete. Cultural differences: Consider how the distinct cultures of Cisco and Splunk could affect the innovation and delivery of customer service and support. Competitive landscape: Evaluate the implications for continuity, resilience and support for digital monitoring and security products and services. In addition, we suggest three action items for organizations considering products and services from the new entity: Keep a close eye on the progress of the integration process to anticipate any potential delays or disruptions. Maintain open lines of communication with the vendor to understand how it is managing cultural differences. Continually evaluate alternative products and services to ensure the organization has the most appropriate technology. The acquisition of Splunk by Cisco presents a unique blend of strengths, weaknesses, opportunities and risks. The merger combines the capabilities of two AI, digital security and observability industry leaders, offering a suite of products and services for enterprise organizations. However, integration challenges and cultural differences could pose potential risks. The competitive digital security market and the rapidly evolving nature of security technologies are external threats that need careful consideration. Regards, Jeff Orr", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/Cisco_to_Acquire_Splunk_An_Enterprise_SWOT_Assessment.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "Jeff Orr", "url": "https://jefforr.isg-research.net/author/jeff-orr", "sameAs": "https://www.linkedin.com/in/jefforr" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "jefforr.isg-research.net", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script>  <script data-hs-allowed="true" src="/_hcms/forms/v2.js"></script> <script data-hs-allowed="true"> var options = { portalId: '2035844', formId: 'fa276fc9-9a16-4673-a644-1fcbedcc3c24', formInstanceId: '5741', pageId: '118168877941', region: 'na1', inlineMessage: "Thanks for subscribing!", rawInlineMessage: "Thanks for subscribing!", hsFormKey: "daadfc7672048786293dbe53796bbfa2", css: '', target: '#hs_form_target_module_1552944263900179', contentType: "listing-page", formsBaseUrl: '/_hcms/forms/', formData: { cssClass: 'hs-form stacked hs-custom-form' } }; 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Jeff Orr's Analyst Perspectives | Observability