Conference Updates

November 22, 2021

Gartner IT Infrastructure, Operations & Cloud Strategies Conference 2021 EMEA: Day 1 Highlights

We are bringing you news and highlights from the Gartner IT Infrastructure, Operations & Cloud Strategies Conference taking place this week virtually in EMEA. Below is a collection of the key announcements and insights coming out of the conference.

On Day 1 from the conference, we are highlighting the Gartner opening keynote on adaptive resilience, exploring the top trends impacting I&O, and the steps to reduce the impact of incidents. Be sure to check this page throughout the day for updates.

Key Announcements

Gartner Opening Keynote: Adaptive Resilience to Empower the Anywhere Business

Presented by Dennis Smith, Douglas Toombs and Julia Palmer, VP Analysts, Gartner

The Covid-19 pandemic showed that infrastructure & operations (I&O) professionals can satisfy fast-changing business needs, but the future will be even more dynamic as businesses move quickly to exploit new opportunities. In the Opening Keynote, Dennis Smith, Douglas Toombs and Julia Palmer, VP Analysts at Gartner, explained how to transform I&O into an adaptive and resilient organization that can empower the anywhere business.

Key Takeaways

  • “Your mission in I&O can be summarized in three goals: 1) work hard to retain talent and staff; 2) seek out new talent where you may find it and 3) support and nurture talent beyond an environment where they can grow and evolve.”

  • “Diversity, equity and inclusion (DEI) is fundamental to an adaptive organization.”

  • “Organizations in the top quartile for racial and ethnic diversity are 36% more likely to have financial returns above their industry medians.”

  • “Talent availability is the most significant adoption barrier to 64% of emerging technologies.”

  • “Building seamless integration can be a struggle. I&O leaders must be building towards having APIs everywhere. Any system that stores or processes data for your organization has a comprehensive, robust and well-documented API.”

  • “As an I&O leader you must be aggressive in making automation a first class-discipline in everything that you do.”

  • “I&O must evolve to adaptive operations. Adaptive operations bring together your talent and your platforms in multiple new ways, to support constant business change.”

  • “I&O leaders will have to learn to work towards adaptive operations, to focus on multiple business models, by automating everything to create efficiency while prioritizing elasticity.”

    Learn more from the Gartner Opening Keynote in the associated Gartner press release. 

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The Top Trends Impacting Infrastructure and Operations

Presented by Jeffrey Hewitt, VP Analyst, Gartner

Infrastructure and operations (I&O) leaders are expected to be able to deliver more adaptable and resilient service from anywhere — and for an increasingly distributed workforce. In his session, Jeffrey Hewitt, VP Analyst at Gartner, identified the top emerging trends that are impacting I&O over the next 12 to 18 months.

Key Takeaways

  • Just-in-time infrastructure: Putting the right infrastructure in the right place - colocation, data center, at the edge and more - is just as important as how quickly the infrastructure can be deployed.

  • Digital natives: There is an opportunity for traditional I&O organizations to lead with innovation and leverage their digital-native counterparts that thrived during the pandemic to also produce highly agile and competitive offerings.

  • Management confluence: I&O is increasingly moving toward integration and operations, or how all of the required management capabilities, such as ITSM or AIOps, can be brought together in a single tool to drive agility. This also drives the need for composable technologies.

  • Data proliferation: Data is going to continue to multiply in variety, velocity and volume, and the onus is put on I&O to support its storage and access.

  • Business acumen: I&O leaders are guiding their functions through a rapidly changing and distributed technology environment, driving the need for new I&O hires to have less of a technical background and more of a business-based mindset.  
  • Career leaders to career lattices: Similar to the business acumen trend, I&O is moving away from single domain career paths driven by workloads and legacy technical skills, and more toward learning agility and cross-domain expertise.


Three Steps to Reduce the Impact of Incidents

Presented by Mark Cleary, Senior Director Analyst, Gartner

Incidents represent a cost to the organization and provide little value beyond indicating trends. In his session, Mark Cleary, Senior Director Analyst at Gartner, outlined three steps I&O leaders can take to reduce the impact of incidents.

Key Takeaways

  • “The average cost of your service desk is 5% of your IT budget.”

  • “Every time you handle an incident it costs you $18.80.”

  • There are three areas of focus to reduce the impact of incidents:

  • #1: Use AI and automation to reduce impact

    • Introduce AIOps that proactively identify and resolve incidents.

  • #2: Focus on IT Service Management good practice

    • Make the service desk more efficient.

    • Track the percentage of failed changes.

    • Establish an effective problem management process.

  • #3: Adopt new techniques

    • Use service-level indicators and objectives that allow the business to have confidence its service requirements are being met.

    • Consider the value of chaos engineering. It offers the ability to break the systems and understand what the break looks like, and more importantly, the steps you can take to ensure it does not happen in your production environment.



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