Forrester

For CIO Professionals

Report:Smart Computing Connects CIOs With The Business

Sensors, Machine-To-Machine, Analytics, And Collaboration Help CIOs Solve Business Problems

It is no surprise that CIOs have shown keen interest in cloud computing, since its variations can help reduce IT's capital and operating costs and speed up delivery of projects. But many CIOs are...

• Downloads: 711
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For Infrastructure & Operations Professionals

Report:Develop Your Road Map For Service Management And Automation Processes

Road Map: The Service Management And Automation Playbook

This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their road map of service management and automation processes (SMA) using Forrester's...

• Downloads: 1408
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For Application Development & Delivery Professionals

Report:Case Study: Symantec Uses Relevant Knowledge Content To Better Serve Customers

Symantec, a provider of security, management, backup and recovery, data availability, and data loss prevention products, was considering novel ways to make relevant content available to its technical...

• Downloads: 306

For Application Development & Delivery Professionals

Report:Best Practices: Knowledge Management For Customer Service

Use Knowledge To Power Personalized Customer Experiences

Customer service managers agree that the right knowledge, delivered at the right time in the service resolution process, is critical to a successful interaction. But they struggle to tame the volume...

• Downloads: 1253
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For Application Development & Delivery Professionals

Report:Case Study: VMware Uses Knowledge Management To Empower Its Customers With Relevant Content

VMware, a provider of virtualization and cloud infrastructure solutions, needed a way to broaden the reach of its customer service web self-service site so that it could offer proactive as well as...

• Downloads: 412

For Application Development & Delivery Professionals

Report:Case Study: Focus On Users Creates Knowledge Advocates At Woodmen Of The World

Woodmen of the World, a fraternal benefit society that provides insurance and investment products, was consolidating the operations of three divisions into one and needed a solid knowledge management...

• Downloads: 178

For Enterprise Architecture Professionals

Report:A Snapshot Of Today's Content And Collaboration Professional

Putting senior managers in place to lead content and collaboration initiatives for their organizations is a growing imperative. Our ongoing work with Forrester clients indicates that the skills mix...

• Downloads: 635

For Infrastructure & Operations Professionals

Report:Knowledge Management Is A Foundation For Good Customer Support

A Best Practice Introduced To The IT Operations And Service Desk Teams

As IT organizations deepen their maturity in service management, they progress from a simple ticketing system to an IT Infrastructure Library (ITIL) process-oriented service desk with self-service...

• Downloads: 973

For CIO Professionals

Report:CIOs: Is Workforce Planning On Your Agenda?

Global Workforce Planning Through 2016

Over the next decade, the global workforce will change dramatically. An aging workforce and a shrinking economically active population will affect how organizations hire staff and source skills both...

• Downloads: 413

For CIO Professionals

Report:Why Care About The Needs And Attitudes Of US Information Workers?

US information workers are feeling underappreciated. Forrester's most recent Workforce Technographics® study shows a deep divide between the recognition workers want and what they actually get...

• Downloads: 415

For Security & Risk Professionals

Report:Supporting Regulatory Requirements: A Growing Concern For Enterprise Buyers

This data chart, based on data from Forrester's Enterprise And SMB Software Survey, North America And Europe, Q4 2009, highlights the importance of supporting regulatory requirements in software...

• Downloads: 1

For Infrastructure & Operations Professionals

Report:The Low-Hanging Fruit That Service Operations Teams Should Consider Now

Some IT organizations are confident that they can weather the storm of our current economic situation. Others believe they can maintain their current staffing level, and some are saying that they can...

• Downloads: 1480

For Application Development & Delivery Professionals

Report:Global Workforce Planning Through 2016: How Population Shifts Will Affect The Supply Of IT Skills

The size and composition of the global workforce is changing, and the changes will affect IT professionals and business leaders in diverse ways. Population experts debate generational differences in...

• Downloads: 832

For CIO Professionals

Report:Email Management And The Law Of Increasing Returns

Hydrasight notes continued "indifference" among Asia Pacific organizations in relation to the adoption of email management. These solutions have so far been generally considered as having limited...

• Downloads: 3

For CIO Professionals

Report:Demand Insights: Collaboration Market Healthy Despite Slumping Economy

Although 2009 is shaping up to be a tough year for technology vendors, the collaboration market is proving to be vibrant. The tough economy is forcing companies to restrict travel while keeping...

• Downloads: 474

For Enterprise Architecture Professionals

Report:Business Process And Applications Pros Should Embrace Informal Learning Methods

Continuously building knowledge is critical to improving the quality of your workforce, which is necessary now more than ever. But uncertain economic times mean human resources (HR) professionals...

• Downloads: 306

For CIO Professionals

Report:Informal Methods Challenge Corporate Learning

Learning Organizations Must Incorporate Informal Tools Into Their Total Learning Programs

There is a new employee learning paradigm. The formal course with multiple lessons is still around and will always have a place in the learning hierarchy, but informal learning with "knowledge...

• Downloads: 707

For CIO Professionals

Report:Knowledge Continuity: The Next Information Workplace Frontier

The Information Workplace (IW) is moving from a vision to reality. The convergence of portals, collaboration, content management, productivity, and line-of-business applications is gaining momentum...

• Downloads: 768

For CIO Professionals

Report:Forrester TechRadar™ For I&KM Pros: Enterprise Web 2.0 For Collaboration

Wikis And Social Networks Are Ready To Deliver High Value To Your Enterprise, Q4 2008

No longer new, Web 2.0 technologies solve problems that enterprises have today — but most have not yet used these tools to anywhere near their potential. Waiting for tools to mature seems...

• Downloads: 1961

For CIO Professionals

Report:Tapping The Wisdom Of Experts

The Practice Of Expert Sourcing Will Organize The Way The World Innovates

Corporate use of Innovation Networks is rapidly expanding as many fast followers adopt them. The result? Organizations are now managing diversified portfolios of innovation sources that include not...

• Downloads: 493

For Sourcing & Vendor Management Professionals

Report:Tech Horizons: What The Startup Xobni Teaches Tech Vendors About Innovation

The Company Scores A Win With A Simple Improvement To Microsoft Outlook

The San Francisco-based startup company Xobni offers personal computer users a free plug-in to Microsoft Outlook that adds improved functionality and social networking capabilities to the popular...

• Downloads: 211

For CIO Professionals

Report:"Facebook For The Enterprise": Catchy PhraseOr A Strategy For Collaboration?

Progressive I&KM Pros Will Harness Network Links For Business Benefit

Can "Facebook for the Enterprise" solve real business problems inside a company? Maybe, but not with a naïve strategy based on a network of professional "friends." Still, Forrester has unearthed...

• Downloads: 1614

For Marketing Leadership Professionals

Report:A Consumer Market Researcher's Introduction To Reinventing The Corporate Library

Consumer market research professionals have a lot in common with corporate librarians: Both are responsible for putting information in the hands of decision-makers. A new report by Forrester is a...

• Downloads: 439

For Enterprise Architecture Professionals

Report:Case Study: Deere & Company Library Integrates With The Business And Quantifies Its Impact

Many corporate libraries face extinction because they are out of step with business needs and out of the loop with their potential customers. To overcome this challenge, Deere & Company's library...

• Downloads: 330

For Content & Collaboration Professionals

Report:Best Practices: Reinventing The Corporate Library

Knowledge workers and the companies they work for will only thrive if they have the best information. People have been lulled into thinking that there are just two places where information exists:...

• Downloads: 1255