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Will McKeon-White

Analyst

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Will works as an analyst on Forrester's infrastructure and operations (I&O) 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, robotic process automation (RPA), disaster recovery technologies, infrastructure transformation, and composable infrastructure.

Education

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

Will works as an analyst on Forrester's infrastructure and operations (I&O) 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, robotic process automation (RPA), disaster recovery technologies, infrastructure transformation, and composable infrastructure.

Education

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

Will McKeon-White's Most Recent Research

Research

Now Tech: Enterprise Service Management, Q2 2021

Forrester's Overview Of 30 ESM Providers
June 3rd, 2021 | Charles Betz , Will McKeon-White

Enterprise service management (ESM) offerings help enhance enterprise service delivery, support core IT service management (ITSM) processes, and speed...

6 min read
Research

Now Tech: Unified Endpoint Management, Q2 2021

Forrester's Overview Of 21 UEM Providers
April 30th, 2021 | Andrew Hewitt , Will McKeon-White

Infrastructure and operations (I&O) teams can use unified endpoint management (UEM) to better manage employee devices and applications, resulting in improved...

7 min read
Research

The Future Of Chatbots

UX, Use Cases, And Design Will Evolve Over The Next Five Years

Chatbots are seemingly everywhere today, and despite the many poor user experiences, they'll continue to proliferate as companies double down on digital...

7 min read
Research

Best Practices For Help Desk Chatbot Success

A Good User Experience Is The Key To Conversational AI Success
March 29th, 2021 | Will McKeon-White , Charles Betz

The chatbot value proposition is the creation of faster, self-service support features for customers and employees alike. But in practice, chatbots suffer...

11 min read
Research

Build Your Modern Technology Operations Roadmap Now

Roadmap: The Modern Technology Operations Playbook
March 4th, 2021 | Charles Betz , Will McKeon-White

To ensure a lasting modern technology operations (MTO) transition, your transformation must take into consideration foundational changes to processes...

8 min read