Gartner Blog Network

Rob Addy
Research Vice President
5 years at Gartner
More years than I care to remember in the IT industry

Welcome to my blog! I post about all things services related from the provider perspective. End-users are welcome to read but please be aware that you may sometimes find its content unsettling. I will endeavour to post frequently (as it's a lot cheaper than a therapist) but please forgive me if other more mundane activities occasionally get in the way...Read my official Gartner bio here

The Sorry State of Services Differentiation at OOW14

by Rob Addy  |  October 3, 2014

As the last remnants of OpenWorld are being removed from Howard Street I thought I’d look back at the broader Service Provider community contribution to the event. SIs and Managed Services Providers play a significant part in the Oracle story.  They are the ones that attempt to make Larry’s pronouncements real for their customers. They […]

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Where’s the Service in today’s “as-a-Service” offerings?

by Rob Addy  |  September 30, 2014

Oracle OpenWorld  has gone Everything-as-a-Service crazy. New service announcements have come thick and fast. Mark Hurd’s keynote and subsequent press session expanded upon the themes laid out by Mr Ellison on Sunday. Oracle’s commitment to price match against Amazon and Microsoft for commodity IaaS is obviously designed to grab attention. Yes… OpenWorld is most definitely […]

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When is a product not (really) a product?

by Rob Addy  |  September 29, 2014

Larry Ellison appears to believe that the number of products Oracle sells is important. In his view, more is better. But reviewing his OpenWorld keynote slides from yesterday, many of the purported software “products” appear to be little more than customer specific releases, industry variants, product features or feature sets that barely justify the label […]

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Infrastructure Services 2025…

by Rob Addy  |  October 30, 2013

The wind howls like a bear trying to rip its leg from a trap. It’s cold and gloomy and so am I. I light a cigarette and inhale deeply. The premium increase notification from my health insurance provider arrives instantaneously. Damn those embedded sensors! It’s only 6 hours before my customers come on-line and I’m […]

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In Case of Emergency… Deploy the Bearded Chaps!

by Rob Addy  |  October 27, 2013

Whilst queuing for the “Tower of Terror” at Disney’s Hollywood Studios with my family this summer I witnessed something far more interesting than a mere journey beyond the realms of sight and sound. A guest had been taken ill and was lying on a stretcher being given medical attention immediately in front of the entrance […]

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Compelling Cloud Content Captivates. But can they cash in on their creative triumph?

by Rob Addy  |  October 22, 2013

Hats off the the folks at Databarracks! They have created one of the most compelling pieces of cloud related content I have seen in a long long time. Entertaining, informative and thought provoking (and complete with the soothing vocal talents of the (inter)national treasure that is Stephen Fry no less). Not since my “Guinness is […]

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“Tis not enough to help the feeble up, but to support him after…”

by Rob Addy  |  October 21, 2013

Shakespeare’s “Timon of Athens” had a point. Too many providers forget that they need to offer their customers a continual flow of value throughout their relationship. Over focusing on the on-boarding process to the detriment of the broader offering is a mistake. The initial implementation assistance provided to get your customers up and running is […]

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Beware the Magic Mirror of Self-Delusion

by Rob Addy  |  October 16, 2013

Everything is wonderful. Your customers are satisfied. Or so your internal metrics suggest. You pay a fortune to collect and analyse the data. Of course it’s accurate and relevant. CSAT is trending nicely. Top box ratings are on the up. NPS has never been higher. And yet you have a nagging doubt gnawing away at […]

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Bizarre Ideas Inc. proudly presents…

by Rob Addy  |  June 10, 2013

…a new immersive research paradigm. Passive content provisioning won’t cut it in today’s attention deficient world. But what if you experienced research content rather than read it? What if the research interacted with you rather than you with it? What if the research leveraged traditional story telling techniques in conjunction with an interactive fiction engine […]

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Services Marketeers must become Masters of Misdirection…

by Rob Addy  |  June 4, 2013

Services marketing functions must master the “dark” art of misdirection whilst their services R&D relations manufacture next generation services that are capable of delivering magical customer experiences. Significant service quality impacting changes take time to develop and deploy. Customer benefits often take even longer to materialize. Customers are an impatient bunch at the best of […]

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