Julie Mohr serves IT professionals, guiding them in transforming IT operations into adaptive, AI-empowered, customer-centric service organizations. Her research explores the convergence of platform teams, agile knowledge management, and agentic AI with a strong emphasis on modernizing service desk operations, service portfolio/catalog management, automation and self-service, incident/problem/change management, and performance measurement through objectives and key results (OKRs).

Julie’s recent work highlights the shift toward AI-centric service desks, emphasizing user-centered design, trust in AI systems, and the need for new performance indicators that reflect modern support experiences. She also leads research on the evolving role of agentic AI in knowledge management, advocating for agile, real-time knowledge practices that empower knowledge workers and enhance decision-making across the enterprise. Her research integrates the critical intangibles of infrastructure and operations (I&O) success — including organizational change, culture, experience, collaboration, and capacity building — and supports the adoption of Forrester’s modern technology operations model to drive operational efficiency and competitive advantage.