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Gartner IT Infrastructure & Operations Management Summit 2013June 18 – 20 | Orlando, FL | gartner.com/us/iom

Delivering More Business Value for Less in an Age of Increasing Complexity

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TRIP REPORTThe Gartner IT Infrastructure & Operations Management Summit 2013 was held

June 18 – 20 at the Gaylord Palms Resort and Convention Center in Orlando, FL.

This report summarizes and provides highlights from the event.

OverviewThe 2013 Gartner IT Infrastructure & Operations Management Summit made it clear that a powerful convergence of mobile, social, cloud and big data technologies is having a widespread impact on I&O, creating sizable challenges for I&O leaders as well as generating new opportunities for business growth, innovation and competitive advantage.

Focused on this evolving Nexus of Forces, the summit offered new ways to derive maximum value from existing systems, processes and technologies — all while actively pursuing new acquisitions proven to lower I&O costs and raise levels of enterprise agility. Immersed in today’s pivotal trends, topics and technologies, attendees acquired valuable new insight into the “hows and whys” of I&O transformation, and the leadership skills required to make it a reality.

2 Key Take-Aways

3 Keynote Sessions

5 Most-Attended Sessions

6 Snapshot of Attendees

7 Sponsors

8 Post-Event Resources

9 Renewal

Gaylord Palms Resort and Convention Center Mike Chuba speaking at Gartner IT Infrastructure & Operations Management Summit 2013

SAVE THE DATE Gartner IT Infrastructure & Operations Management Summit 2014 will be held June 9 – 11 at the Gaylord Palms Resort & Convention Center in Orlando, FL.

Be sure to bookmark gartner.com/us/iom and check back often for 2014 updates.

TABLE OF CONTENTS

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Gartner IT Infrastructure & Operations Management Summit 2013June 18 – 20 | Orlando, FL | gartner.com/us/iom

Key take-aways

Big problems don’t always require big solutions. Delivering IT operational excellence and business value sometimes means building your environment for change and not “to last.”

Modernizing our data centers means learning from the innovative work at the extreme end of data center design and scale — even if your needs are much less.

DevOps is not the end goal, but a part of the overall IT “value stream.” DevOps requires cross-organizational coordination and communications. Organize around value streams or services — not functional silos.

People are the key. Recruit superior talent. Focus existing staff on developing the proper operational mindset of agility to meet the needs of the business.

Cost optimization in I&O. Implement advanced IT operations analytics technologies to enhance the performance of network management disciplines.

Managing storage growth. Thin provisioning, deduplication and compression are among the technologies that can be effective in managing storage growth.

Pragmatism on the journey to cloud. Integrate your ITOM and cloud management architectures — prepare for services to move back and forth from public to private cloud.

BYOD is here to stay, but it is not for every employee. Evaluate the effect that BYOD will have on software licensing costs, support costs, financial reporting and government regulations, and allocate resources accordingly.

This is a great event which will drive IT infrastructure and operations into the future. It ensures that IT end users are prepared for future innovations.Richard Nunno, IT Support and Maintenance Administrator, Social Security and National Insurance Trust

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Keynote sessions

Welcome Address Mike Chuba, David M. Coyle

Tuesday’s Welcome Address touched on a pervasive truth: the I&O team is being pulled in multiple — and conflicting — directions, requiring the agility to roll out new applications while maintaining “run the business” stability. Innovation is crucial, forged by the Nexus of Forces that has emerged as a priority for 2013 and beyond. Reflecting the push toward externally oriented digital technologies, the opening address previewed a focus on mobile, cloud and business intelligence, and an agenda that included:

• AfocusonIToperationsexcellence,datacentermodernizationandcostoptimization

• Nextstepsformobile,wirelessandclientcomputingcapabilities

• Sixkeynotes,45analystsessions,plustopic-specificworkshops,roundtablesand Net IT Out sessions

What Does the Future Hold for Infrastructure and Operations? A Five Year Scenario Donna Scott

Laying the groundwork for the inevitable changes ahead, this keynote identified key factors that will impact I&O over the next five years — urging I&O leaders to eliminate insularity and work toward greater visibility and perceived business value. As control over enterprise architecture erodes and the acquisition of shadow IT services outside the shared services organization grows, leaders must reposition I&O for relevance, articulate value and build critical business skills. Further recommendations included:

• Developapace-layeredapplicationstrategythataddressessystemsofinnovation,differentiation and record

• AssemblecompetencycentersandactivelymarketandsellI&O

• Developbenchmarkstoassessyourcompetitivenessversusthird-partyproviders

Dealing With Complexity via Design-Centered IT Cameron Haight

Leveraging the observations and insights of some of the world’s most influential scholars, philosophers and IT thought leaders, this keynote explored the concept of complexity and its symbiotic relationship with IT. Speaker Cameron Haight revealed that if left unattended, complex technology can be costly, inefficient and capable of concealing inherent danger — and that by focusing on the role of good design, complexity can be successfully addressed, absorbed and tamed. Session take-aways included:

• Acceptthatcomplexityisrequired,butlimittheimpactonyourclients

• Investinthemostadaptivecomplexsystemeverdevised:yourpeople

• Focusontheentiresystemandemphasizedesignthinking

Mike ChubaVice President

David M. Coyle Managing Vice President

Donna ScottVice President and Distinguished Analyst

Cameron HaightVice President

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Gartner IT Infrastructure & Operations Management Summit 2013June 18 – 20 | Orlando, FL | gartner.com/us/iom

Keynote sessions (continued)

The Impact of the Nexus of Forces on IT Infrastructure and Operations Mike Chuba, David M. Coyle

Mobile, social, cloud and information technologies have converged in a powerful Nexus of Forces, creating new opportunities, generating new patterns of data and superseding the limitations of “old school” IT and business paradigms. Now the consumer is in control, purchasing and using technology with or without the IT department. This keynote revealed real-world examples of nexus impacts already in play, and how it is rendering architecture, strategies and organizational structures obsolete. Highlights included:

• HowtheNexusofForceswillimpactdesign,budget,skillsandpartnerships

• WhyI&Oleadersmustbe“hunters”ratherthan“tenders,”breakingthroughexistingconstraints

• HowbuyingpowerisshiftingfromtraditionalITtobusinessunitsandendusers

The 5 Secrets of Reinvention: Embracing Constant Change and Growth Jason Jennings, Authority on Leadership, Growth and Innovation

In this standing-room-only guest keynote session, noted author and innovation expert Jason Jennings cited five proven paths to enterprise reinvention, including the creation of a culture built around a big, noble purpose, a commitment to double-digit improvement in annual performance, an ability to let go of ego and conventional wisdom, making small bets in which failing is fast and learning is not punished, and finally, acting as a good steward who shares, nurtures and selflessly serves. Key session take-aways included:

• Anoblepurposeisnonfinancial,beinglessaboutwhatyoudothanwhyyoudoit

• Double-digitgrowthturnsvendorsintopartnersandyieldspositivecommunityimpacts

• Authenticstewardskeeptheirhandsdirtyandarefearlessaboutgrowth

10 Critical Trends and Technologies Impacting IT in the Next 5 Years David J. Cappuccio

We now live in a world where access to everything is available anytime and from anywhere — a flood of information delivered via digital platforms that are embedded in the culture and growing exponentially. In an overview of critical five-year IT trends and technologies, David Cappuccio addressed how and why cloud services, mobility, the Internet of Things and the evolution of the virtual data center correlates with IT demand, and will continue to create widespread organizational disruption. Action steps included:

• Preparenowforinternalandexternalorganizationaldisruptions

• InvestinthedevelopmentofITservicedeskanalystskillsandattributestoincreaseIT’sperceived value

• MotivateandsupportI&Opersonneltoexpandtheirverticalexpertise

Mike ChubaVice President

David M. Coyle Managing Vice President

Jason Jennings Authority on Leadership, Growth and Innovation

David J. CappuccioVice President

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Top 10 most-attended sessionsA1. IT Operations Management: A Road Map for Progress Jeffrey M. Brooks, Director

A2. Organizing I&O: From Silos to Services and Beyond John Rivard, Director

UE1. Gartner Invited End-User Case Study — Creating Business Value Through Metrics and KPIs Matt Godsted, Director and CTO of Infrastructure and Technology, KnowledgeWorks

F4. Measure Value Through Metrics Jeffrey M. Brooks, Director

AN2. To The Point: Building a Robust Mobile Strategy … Or Not? Ken Dulaney, Vice President and Distinguished Analyst

A5. How Do You Know If You’re Really Doing DevOps? Cameron Haight, Vice President

AN3. To The Point: The Coming of Disaster Recovery as a Service Kevin Knox, Managing Vice President

B1. The Mobile Scenario: Understanding Mobile Trends Through 2018 Ken Dulaney, Vice President and Distinguished Analyst

C2. Automation: The Lynchpin for Cloud and Data Centers Ronni J. Colville, Vice President and Distinguished Analyst

A7. Achieve Greater Value Through NOC Transformation Jeffrey M. Brooks, Director; John Rivard, Director

Mike ChubaVice President

David M. Coyle Managing Vice President

Wrap-Up: Getting Ahead of Ten Infrastructure and Operations Developments Mike Chuba, David M. Coyle

In the final keynote of the conference, event chairs Mike Chuba and David Coyle summarized today’s top 10 I&O developments — emphasizing that while change will be vast, fast and hugely disruptive, it’s crucial for leaders not to let the introduction of new technologies add complexity, decrease agility or increase costs. Case in point? Consumerization, a social-centric shift from traditional corporate computing that offers both rich opportunity and potential risk for the enterprise. Highlights of the session included:

• Atleast70%ofenterpriseswillhavethepotentialtoreducetheirI&Ocostsby25%by2015

• Self-serviceBYODwillcontinueunabated,requiringatieredsupportstructure

• Bigdatademandsnewskills,newdesignandanentirelynewapproachtoI&O

Excellent keynote speakers. It exceeded my expectations. Made the trip worth it. Jill Robinson, Business Lead, End User Services, Visa

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Gartner IT Infrastructure & Operations Management Summit 2013June 18 – 20 | Orlando, FL | gartner.com/us/iom

Snapshot of attendeesWho participated in the 2013 conference?

33% Manager

27% Director

14% Vice president

8% Other

4% Architect

Top 5 job titles

30% IT infrastructure and operations

21% Senior IT leadership

7% Corporate communications/analyst relations

5% Program and project management

4% Security and risk management

Top 5 job roles

17% Banking, finance and insurance

13% Manufacturing

10% Services

8% Healthcare

7% Government

Top 5 industry sectors

The event brings together many industry experts that provide valuable insight into the IT world and where technology is going. John Vlasak, Director of Global Data Centers, Baxter

Connect with Gartner IT Infrastructure & Operations Management Summit on Twitter .

#GartnerIOM

CONNECT WITH GARTNER IOM

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Absolute Software

Actifio

ADTRAN

Advanced Systems Concepts, Inc.

AirWatch

AT&T

Cherwell Software

CiRBA

Cisco Remote Management Services

Cleversafe

CommVault

Compuware Corporation

Corvil Ltd

Druva

EarthLink, Inc.

EasyVista Inc.

Emerson Network Power-Avocent Products & Services

Emulex

Enterasys Networks

Equinix

Evolven Software

Exablox

FrontRange

gen-E

ITinvolve, Inc.

Kaseya

Legrand

ManageEngine

NetIQ Corporation

NetScout Systems Inc.

Network Instruments

Nexthink

Nimbus Data Systems

Oracle

ORSYP Software, Inc.

Panzura

Piston Cloud Computing, Inc.

Pure Storage

QLogic Corporation

Rackspace

Ravello Systems

SanDisk

Schneider Electric

Serena Software

ServiceNow

Stoneware, Inc.

TeamQuest Corporation

UrbanCode, an IBM Company

Vantage Data Centers

Wipro

Zenoss

Boundary

Thank you to our SponsorsA special thank-you to our Sponsors for their many contributions to the success of this year’s event — providing attendees with direct access to today’s most relevant IT trends and technologies.

Premier

Platinum

Silver

Kiosk Sponsor

Media and Association Partners

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Post-event resources

Customizable post-event worksheetTake a moment to complete your own post-event trip report, a valuable resource for futurereference and a great way to share with colleagues what you learned. Click here to accessthe trip report worksheet.

Learn more with relevant researchWant to learn more about the topics that interest you most? Turn to the end of eachsession presentation* for a list of related Gartner research notes. Select Gartner research is available on demand at gartner.com.

*Session presentations can be found on Gartner Agenda Builder and accessed by registered attendees only.

Gartner event information that aligns with your role Covering more than 65 strategic events held annually throughout the world, the Gartner Events Calendar is designed to help you choose the most relevant event for your job role and/or project need. To search and receive more information on events by region, or IT or business role, visit gartner.com/events.

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I&O EVENTS AROUND THE GLOBE

This was my first Gartner summit, but it will certainly not be my last. Every session was packed with valuable information. I cannot wait to put information to use.Barbara Sedesse, IT Director, University of Florida

The World’s Most Important Gathering of CIOs and Senior IT Executives

Gartner IT Infrastructure & Operations Management Summit 2013June 18 – 20 | Orlando, FL | gartner.com/us/iom

Gartner IT Infrastructure & Operations Management Summit 2014June 9 – 11Orlando, FLgartner.com/us/iom

Join us again in 2014!Register for this must-attend I&O event at gartner.com/us/iom or call 1 866 405 2511

Register by July 26, 2013, with priority code IOMTR1, to enjoy:•Raffledrawingforacomplimentary2014registration

•$50AmericanExpressgiftcardon-siteatnextyear’sevent

•$300discountonthestandardregistrationfee

I&O change isn’t coming. It’s here.• Understandthewidespreadandlastingimpacts

of consumerization

• Seewhybusinessexpertiseiscrucialtoeffective I&O leadership

• LearnhowI&Ocostscanbereducedbyasmuch as 25% by 2015

• Strikeaworkingbalancebetween“run”stabilityand “innovate” agility