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

Don’t Fall Foul of the Firmware Fallacy!

by Rob Addy  |  January 14, 2013

Access rights to firmware aren’t completely meaningless yet but they are getting there. Support providers that continue to over rely upon theoretical customer firmware dependency will fail. Proprietary lock-in models only work if your customers believe that the technical chains that bind them are unbreakable. Many don’t believe any more. It’s just like Santa Claus […]

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Infrastructure Services 2013: Promote your value; Prevent their pain!

by Rob Addy  |  January 9, 2013

Infrastructure services providers must change. Today’s business models won’t work tomorrow. The transition will be hard. Some will fail. Providers must deliver demonstrable value, prevent operational and business pain and wage a war on waste to survive. If customer’s see no value; there is no value. Figure 1. The Infrastructure Services Factory of the Future […]

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You are standing at the end of a road before a small brick building

by Rob Addy  |  January 4, 2013

Now is not the time for retrospectives. Now is not the time for musings of things yet to come. Now is the time for action. Where do you want to go? Who do you want to be? What do you want to achieve? We are at the start of a new chapter in the history […]

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Better sorry than safe?

by Rob Addy  |  December 18, 2012

Is it better to ask for forgiveness after the fact rather than seek approval ahead of time? It could be argued that the only providers that don’t cause offence are those that don’t do anything. Am I part of a growing minority that finds inactivity more offensive than the occasional mistake? If you are innovating then by […]

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The Support Innovators Dilemma

by Rob Addy  |  December 10, 2012

Support innovation is non-trivial i.e. hard. So many potential projects… So little time… How can you secure funding to innovate your services if the business still see you as “just” the annuity laden cash cow? Even if you have funding there are still far more questions than answers. How should you utilize your limited resources? […]

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Cost savings are not always compelling (enough)

by Rob Addy  |  December 5, 2012

Cost savings are not a value proposition in of themselves. During the 2008 / 2009 economic crisis Gartner sales executives ran a promotion where we offered our end user clients the opportunity to renew their Gartner subscriptions for free if we were unable to uncover at least double their renewal fee in potential savings during […]

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Observed behaviors reveal more than solicited opinions

by Rob Addy  |  November 28, 2012

Ask someone a question and they will probably give you an answer. And therein lies the problem. Will it be an open, honest and frank response? Maybe. But then again, they may be telling you what they think you want to hear. Worse than that, they may over think the thing and be telling you […]

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The Ascent of Knowledge Mountain

by Rob Addy  |  November 25, 2012

Knowledge is power. Everyone “knows” that. But how does one attain it? There are no easy answers to that one. Analytical prowess will be the battleground for service providers in 2013 and beyond. Are you ready to take the statistical fight to your competitors or will you be on the back foot when the time […]

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Dear Santa…

by Rob Addy  |  November 20, 2012

My six year old has an uncanny habit of asking the impossible question. If it’s not a school run discussion on what part of you goes to heaven when you die, it’s an overly elaborate and highly descriptive letter to Santa Claus asking for presents that no toy manufacturer (be they staffed by magical elves […]

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Change the view, not just the drapes.

by Rob Addy  |  November 17, 2012

All too often support portal refresh projects do little more than change the surface level look and feel of the customer self service experience. If the portal is supposed to be the single pane of glass through which you are showing your customers the value that you are delivering to them, why then do they […]

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