Perspective defines the value of research, especially in markets as complex as IT service and operations. For over fifteen years, I collaborated with product managers and marketing teams to translate technical tools into business outcomes. Though we sold software and services, the stories always centered on people. Service delivery and ServiceOps may run on code, but their success depends entirely on what people can achieve with them. As I complete my quarterly research calendar, I’m reflecting on the lessons that shape my work as an IT analyst.
A Career Built on Complexity and Outcomes
My journey began with managing a portfolio of over 200 software solutions. I worked with teams handling everything from data and infrastructure to performance and content. This experience taught me a universal truth: regardless of the tool, the goal remains the same. We must save people time, deliver accurate information, and elevate quality while reducing human effort.
Later, I specialized in IT automation, working across every vertical from retail to manufacturing. I helped finance and HR teams replace tedious, repetitive tasks with speed and accuracy. However, I learned that automation is never a silver bullet. We thoroughly evaluated every process first to ensure we weren't just accelerating a flawed system.
Then came the rise of observability, when my work showed that, without complete visibility into the IT enterprise, teams often jump to costly, time-consuming conclusions. By shining a light on technical debt and missing architectural pieces, I helped stakeholders streamline their environments and keep the machinery of success running smoothly.
The Insider Advantage
I’ve spent years on the other side of the analyst relationship. I’ve briefed analysts, supported press outreach, and shaped global messaging for vendors. That experience taught me a critical lesson: Good research lives at the intersection of real customer problems, product constraints, and execution challenges.
I’ve navigated high-stakes global launches and the daily grind of creating content that actually converts. Because I spent years as a client of Enterprise Management Associates (EMA), before joining the analyst team, I know the difference between research that sits on a shelf and research that moves the needle. I don’t just understand the technology; I understand the business of selling and implementing it.
When we work together, I bring four distinct perspectives to the table:
Operational Empathy. I understand the internal hurdles you face when aligning product, sales, and engineering.
Market-Tested Insight. I know what works (and what fails) in the real world of IT operations.
Independent Judgment. When the evidence demands it, it’s critical to surface hard truths, even when the conclusions are unexpected.
Translation Skills. I bridge the gap between complex technical features and the high-level business value that executives demand.
Defining the ServiceOps Landscape
My focus is ServiceOps, a converging marketplace in which technology, people, and processes meet. My goal is to help vendors and enterprises align technical objectives with business excellence. It always comes down to outcomes.
The Pillars of ServiceOps
What it Means for the Enterprise
IT service management (ITSM) and enterprise service management (ESM)
Deliver seamless service across the entire organization.
IT operations management (ITOM) and IT asset management (ITAM)
Bridge the gap between visibility, assets, and action.
AIOps and Observability
Turn "noise" into actionable intelligence.
End-User Experience
Shift the focus from uptime to employee productivity.
Build the Future of ServiceOps Together
I became an IT analyst to help software and service providers sharpen their strategies and help enterprises solve their most complex operational headaches.
I’m currently launching my research calendar for the upcoming quarter, addressing topics including how artificial intelligence (AI) and automation combine with service delivery tools to provide human-centric solutions. You can view my planned calendar here, and I’m always open to new directions based on what changing market needs demand.
My research prioritizes clarity and credibility. I design studies that vendors can stand behind and enterprises can act on. I respect the complexity of modern IT, but I insist on insights that help organizations make better decisions.
My commitment is simple: I will bring rigor, independence, and transparency to every project. I will listen carefully, challenge assumptions, and produce research that reflects how the real world adopts technology. My goal is to help you understand what the market is actually doing and what that means for your strategy. I serve as a bridge between your products and your customers.
If you occupy the service delivery space, I want to hear from you and dive deep into how your solution works and why it matters. My research calendar is a starting point. Let’s focus on the questions and answers that drive real decisions.
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