Julie Mohr,

Julie Mohr

Principal Analyst

Julie Mohr serves IT service management (ITSM) and enterprise service management (ESM) professionals supporting the transformation of IT operations into forward-thinking, customer-centric, results-driven service organizations. Her research includes platform teams, knowledge management and generative AI, service portfolio/catalog management, incident/problem management and the service desk, automation and self-service, change management, measurement and OKRs, and industry frameworks. Julie’s research also integrates the intangibles to infrastructure and operations (I&O) success, including capacity building, organizational change, culture, experience, and collaboration.

Research Coverage

Planned Research

What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.

Download Planned Research
February 25th, 2025 6:00 PM - 7:00 PM Webinar

Generative AI’s Impact On Knowledge Management And The Enterprise Of The Future

Generative AI (genAI) is profoundly impacting the knowledge economy and knowledge work with the promise of improved productivity for knowledge workers. As we embrace these transformative forces, organizations must go beyond integrating AI into existing workflows and reimagine how work is performed. GenAI should empower the genAI worker — the curious questioner who drives a learning organization — transcending mundane tasks and fostering creativity and innovation. Knowledge improves the human ability to create and engage in innovation. Now is the time to build knowledge capacity and harness genAI wisely, bridging the gap and propelling us toward a future where AI truly becomes our advantage.Key takeaways: Learn how long-standing knowledge management beliefs are changing.Explore the use cases of genAI in knowledge management solutions. Understand critical success factors.Target audience level: intermediate