Mark H. Mortensen

Mark is the lead analyst for Analysys Mason's Customer Care and Service Fulfilment research programmes, which are part of the Telecoms Software research stream.  His primary areas of specialisation include customer self-care, IT asset management and CMDBs and enterprise order control and master catalogues. The first 20 years of Mark's career were spent at Bell Laboratories, where he specialised in starting software products for new markets and network technologies and in the interaction of software with the underlying network hardware. Mark was Chief Scientist of Management Systems at Bell Labs, and has also been president of his own OSS strategy consulting company, CMO at the inventory specialist Granite Systems, VP of Product Strategy at Telcordia Technologies, and SVP of Marketing at the network planning software vendor VPIsystems. Mark holds an MPhil and a  PhD in physics from Yale University and has received two AT&T Architecture awards for innovative software solutions. He is also an adjunct faculty member of UMass Lowell in the College of Management.

Articles by this author

Customer care systems: worldwide forecast 2010–2014

23 Aug 2010

This report provides a detailed five-year forecast of revenue in the customer care software systems market. It also explains the forces that will shape the market's growth and provides practical advice for software vendors and operators.

Service fulfilment software is evolving to support operators’ new business models

5 Aug 2010

As CSPs adjust their business models to take advantage of new opportunities, new factors will drive growth in the market for service fulfilment systems ...

Service fulfilment systems: worldwide forecast 2010–2014

21 Jul 2010

This report provides a detailed five-year forecast of the service fulfilment systems market. It also explains the forces that will shape the market's growth and provides practical advice to software vendors and operators.

The race for new services and bundles will push legacy customer care systems to the limit

8 Jul 2010

CSPs' need to support new services and complex bundles more quickly than ever before has driven growth in the market for telecoms customer care systems, despite the recession ...

Telecoms Software CEO Digest June 2010

5 Jul 2010

This edition of the CEO Digest features commentary on this year’s TM Forum Management World conference, which focused on the three pillars of success for any organisation: investment to drive revenue growth; investment in customer experience; and investment to reduce costs.

People List

Alexandra Rehak

Research Director

Andrew Parkin-White

Managing Partner, Research

Cesar Bachelet

Senior Analyst

Emma Buckland

Senior Analyst

Gareth Williams

Senior Analyst

Glen Ragoonanan

Senior Analyst

Helen Karapandžić

Senior Analyst

Hilary Bailey

Senior Analyst

Jim Morrish

Principal Analyst

Larry Goldman

Partner, Head of Subscription Research

Mark H. Mortensen

Principal Analyst

Mark Main

Senior Analyst

Martin Scott

Senior Analyst

Patrick Kelly

Research Director

Peter Mottishaw

Principal Analyst

Phil Todd

Partner, Head of Custom Research

Roz Roseboro

Principal Analyst

Rupert Wood

Principal Analyst

Stephen Sale

Senior Analyst

Steve Hilton

Principal Analyst

Terry Norman

Principal Analyst

Tom Mowat

Senior Analyst

Tony Lavender

Commercial Director, Partner, Research

Yanli Suo-Saunders

Senior Analyst