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Will   McKeon-White

Will McKeon-White

Researcher Serving Infrastructure & Operations Professionals

Will works as a researcher on Forrester's infrastructure and operations team, focusing on modern service delivery. His research helps enterprises understand and capitalize on advances in processes and technologies for more effective IT and business service delivery, including enterprise service management (ESM) and IT service management (ITSM) and the use of ChatOps and chatbot capabilities to facilitate better help desk and employee support, incident resolution, and IT team effectiveness.

Previous Work Experience

Prior to becoming a researcher, Will was a research associate with Forrester's I&O team, covering various technology topics, including ESM, automation, cloud, RPA, disaster recovery technologies, infrastructure transformation, and composable infrastructure.

Education

Will holds a B.A. with a major in both sociology and politics from Ithaca College.

Will McKeon-White

Researcher Serving Infrastructure & Operations Professionals

Will works as a researcher on Forrester's infrastructure and operations team, focusing on modern service delivery. His research helps enterprises understand and capitalize on advances in processes and technologies for more effective IT and business service delivery, including enterprise service management (ESM) and IT service management (ITSM) and the use of ChatOps and chatbot capabilities to facilitate better help desk and employee support, incident resolution, and IT team effectiveness.

Previous Work Experience

Prior to becoming a researcher, Will was a research associate with Forrester's I&O team, covering various technology topics, including ESM, automation, cloud, RPA, disaster recovery technologies, infrastructure transformation, and composable infrastructure.

Education

Will holds a B.A. with a major in both sociology and politics from Ithaca College.

Will McKeon-White's Research

Most RecentMost Popular
  • For Infrastructure & Operations Professionals

    REPORT: Apply Enterprise Service Management To Your Industry Processes

    From Trains To Telcos, ESM Is Reshaping Knowledge Work

    June 30, 2020 Charles Betz, Will McKeon-White

    Enterprise service management (ESM) is expanding once again. Avid ESM users are already moving from initial successful use cases in HR and facilities to business operations for specific processes unique to their industries. Train operators, telcos, manufacturers, institutes of higher education, finance firms, and healthcare companies are all finding value in applying classic ESM benefits to new business processes and workflows. Infrastructure and operations (I&O) professionals, the experts in these platforms, are best suited to assist in this expansion and help departments identify key use cases.

  • For Infrastructure & Operations Professionals

    REPORT: The Forrester Wave™: Continuous Delivery And Release Automation, Q2 2020

    The 14 Providers That Matter Most And How They Stack Up

    June 4, 2020 Charles Betz, Will McKeon-White

    In our 26-criterion evaluation of continuous delivery and release automation (CDRA) providers, we identified the 14 most significant ones — Armory, Atlassian, Broadcom, Chef, CloudBees, Digital.ai (formerly XebiaLabs), Flexagon, GitLab, Harness, IBM, Inedo, Micro Focus, Microsoft, and Octopus Deploy — and researched, analyzed, and scored them. This report shows how each provider measures up and helps infrastructure and operations (I&O) professionals select the right one for their needs.

  • For Infrastructure & Operations Professionals

    REPORT: The Cloud CX Value Map

    Use The CX Value Map To Measure Cloud Success Across Your Organization

    June 3, 2020 Dave Bartoletti, Will McKeon-White

    As enterprises expand their cloud usage, infrastructure and operations (I&O) professionals are increasingly cloud intermediaries and must become better "vendors" of services for their internal "customer" stakeholders, each of whom defines satisfaction and value differently. This report outlines the three levels of internal cloud customers and provides a value map to help I&O pros gain a better understanding of cloud customer experience (CX) across the organization.

  • For Infrastructure & Operations Professionals

    REPORT: Now Tech: Continuous Delivery And Release Automation, Q2 2020

    Forrester's Overview Of 29 CDRA Providers

    April 9, 2020 Charles Betz, Will McKeon-White

    You can use continuous delivery and release automation (CDRA) to automate digital pipelines, enable faster product iterations, and improve end-to-end management and visibility. But to realize these benefits, you'll first have to select from a diverse set of vendors that vary by size, functionality, geography, and vertical market focus. Infrastructure and operations (I&O) pros should use this report to understand the value they can expect from a CDRA provider and to select one based on size and functionality.

  • For Infrastructure & Operations Professionals

    REPORT: ESM: The Software Platform For Knowledge Workers

    Enable Your Digital Business With This New Enterprise Platform

    March 24, 2020 Charles Betz, Will McKeon-White

    Enterprise service management (ESM) has emerged from the crowded IT service management (ITSM) market. By expanding service thinking and the service catalog into domains outside of IT as well as speeding up workflow development, ESM vendors and infrastructure and operations (I&O) professionals are unlocking new value. This report describes the evolution from ITSM to ESM and how ESM is maturing into a general solution for enabling knowledge-centric value. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We're now updating it to reflect the ongoing development of the ESM market, which Forrester continues to validate as an important trend in digital systems management.

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