Gartner Blog Network

Eric Goodness
Research VP
10 years at Gartner
21 years IT industry

Eric Goodness is a vice president in Gartner Research, where he is the agenda manager and customer lead for Managed Services in the Communications sector. His research and advisory services focus on customer and vendor outsourcing and IT services… Read Full Bio

Consolidation At Last! Vodafone Acquires TnT Expense Management and Quickcomm

by Eric Goodness  |  October 8, 2010

This morning, Vodafone Global Enterprise made a strong push for market leadership when it announced it has acquired two, not one –  but two,  TEM vendors – TnT and Quickcomm. Could this be the beginning of a wave of consolidation in the Telecom Expense Management (TEM) market?  I sure hope so. Quickcomm has operated primarily […]

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Market Buzzing About Asentinel Suit to Enforce TEM Patent

by Eric Goodness  |  October 4, 2010

The TEM market was caught by surprise last week when Asentinel announced the company had filed a patent infringement complaint against AnchorPoint, Cass Information Systems and Veramark.  It appears that Asentinel targeted publicly traded TEM companies for its first filing.  None of the TEM companies targeted by Asentinel are known to hold TEM -specific patents although Veramark […]

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Cisco-EMC JV Get Serious

by Eric Goodness  |  May 6, 2010

Michael Capellas gets things done.  His appointment to lead the Cisco-EMC JV – Acadia – is good news for the market and for users.  I am particularly interested in, as it aligns with my research focus, how the company will invest in the R&D to create the Services platform required to automate and manage transformational […]

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Rick Valencia To Head HCL Expense Management Services

by Eric Goodness  |  December 2, 2009

I’ve been meaning to comment on a noteworthy appointment in the TEM industry; however, travel – and the flu – have conspired against me. On November 2nd, HCL announced that Rick Valencia, founder and former CEO of ProfitLine, is now the President and CEO of HCL Expense Management Services.

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Developing Communications Outsourcing Magic Quadrant Criteria

by Eric Goodness  |  June 28, 2009

The challenge to creating MQ criteria is to make the field of vendors relevant to the greatest part of the market.

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Unified Communications – In the Cloud or In the Closet?

by Eric Goodness  |  June 4, 2009

I’m finishing up a User Wants and Needs survey instrument to test when large companies will adopt unified communications (UC) technologies and how they will manage and support their UC:  in-house (premise-based) or managed/outsourced (premise-based) or hosted/as-a-Service.  Other data points I’ll be looking for include: Reductions in capex and opex they expect to achieve through […]

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Remote IT Management: The SMB Is The New Enterprise

by Eric Goodness  |  June 2, 2009

Yesterday, I finally pushed the revised forecast for Remote IT Management into the Gartner Editing queue.  To create the forecast I interviewed about 50 different companies that offer RIM services – large companies, small companies, manufacturers, SIs, outsourcers and carriers.  A few things are clear from this exercise: RIM services are finally impacting the market […]

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A Market Sprint to Outsource?

by Eric Goodness  |  January 29, 2009

Sprint’s planned reduction in force of 8000 workers, including chief network officer Kathy Walker, is a sure sign that the company must seek outsourcers to maintain operations.  Outsourcing has been an accursed concept with carriers because the network is a core competency to the business. However, many would rightly argue that Sprint’s core competency should be customer acquisition.  Change has […]

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Dimension Data Global Analyst Conference: Best Practice for Providing Quality Dialogue

by Eric Goodness  |  January 28, 2009

I recently returned home from South Africa. I traveled there to attend Dimension Data’s global analyst conference.  Travel time was approximately 45 hours by plane and car to make the meetings and return home My luggage was lost by the airline for most of the visit Connectivity, to keep up with corporate communications, was dicey It was the […]

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Is Remote Infrastructure Management a Market or a Mode of Delivery?

by Eric Goodness  |  January 20, 2009

Gartner published a Marketscope on Remote Infrastructure Management (RIM) in the second half of 2008.  In 2009, Gartner plans a Magic Quadrant on the same topic.  However, we’re having some internal debate at Gartner as to whether RIM services is a discrete market, or simply an evolving mode of delivery for traditional change management and improved (proactive) […]

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