Julie Mohr

In this interview, read how one organization uses storytelling in an agile knowledge management practice to engage knowledge workers, embrace knowledge-sharing, improve organizational connections, and increase the flow of experience-based learning.

Continuing research into the importance of knowledge capacity building, this article discusses why a knowledge management practice should include a variety of means to develop knowledge workers, including skills development.

Building a successful knowledge management practice to capture, share, and transfer institutional knowledge is more essential than ever. IT operations needs to innovate, provide services globally, and improve employee experiences. Leading a knowledge management practice requires a unique set of skills, but what capabilities are essential for the early success of a knowledge manager?

In the post-pandemic era, uncertainty reigns. With all the confusion surrounding economic indicators and talk of recession in 2023, technology executives may face tough decisions in the early months of 2023. Technology executives are struggling to find the right talent while simultaneously worried about layoffs due to a possible recession.

Long-standing “waterfall” knowledge management (KM) practices are failing to meet the needs of the modern enterprise, and technology leaders must reassess their approach. Agile principles transform knowledge management within the enterprise from lengthy, delay-laden processes to lean practices that seek to make sharing knowledge easy and adaptable.

Happy holidays from the DevOps theme team! Our merry band of Forrester analysts covering enterprise architecture, infrastructure, application development, application security, and technology strategy meets periodically to share research, debate trends, and dive into breaking news. What are a few of the trends and themes that have caught our attention this year? Let’s dive in […]

When disaster strikes, how organizations respond is critical to minimizing the impact.

As organizations continue efforts to perpetually reduce costs, knowledge worker productivity becomes a key focus. Specifically, this means giving knowledge workers the ability to work on their own without assistance from other knowledge workers. Done well, this is autonomy. Done poorly, it can be difficult to know what to do, how to do it, and […]

Vendors replied to our invitation to participate in Forrester’s Now Tech: Integrated Software Delivery Platforms, Q2 2022 with a common refrain: “What is an ISDP?” Now that we’ve published the ISDP Now Tech, we thought it’d be good to go in depth into where this category came from, why it matters, identify four different types […]

Back in 1998, I was a support manager working at the National Institutes of Health at the Clinical Center. I was a young parent, a manager for the first time, and I was full of ideas on how to make the work environment a better place. Back then, our biggest threat was viruses coming in […]

Let’s Compare Agile And ITSM Thinking We all know that pushing every change — no matter how big or how small — through a change management process is not only bureaucratic but also introduces delays that most development teams can neither afford nor tolerate. As you begin pursuing improving change management, it is important to […]

Are you facing the dilemma of improving service work? Service outcomes depend upon knowledge workers getting things done. Whether you’re servicing a laptop or a train, it’s all just operations. Service improvements require insight into what work needs to be done, who is doing the work, and where the work in progress is. But often, […]

Earth Day Is Upon Us! Earth Day is this Friday, April 22. As such, I wanted to take a break from my normal IT service management/knowledge management coverage to discuss my own journey to reduce my carbon footprint using smart technologies. I have lived in California for over 20 years, and every month I get […]

IT change management has been a significant source of debate over the years. I can say that change management is the number one source of the most uncomfortable, stressful, and irritating moments throughout my career. On one side, we have the IT service management (ITSM) thinking, which primarily focuses on a well-defined manual process, with […]

To truly support the need for innovation, I&O leadership must invest in people, their skills, and their capabilities. Learn more about a people-first innovation strategy in this post.

Use Agile Knowledge Management Practices To Combat Knowledge Loss In The Great Resignation It’s the fourth quarter, your team is down three points, and there’s less than two minutes to go. A victory is in the hands of the quarterback and coach, who have to execute a hurry-up offense to go the length of the […]

When did you join Forrester? In November, I started as the newest member of Forrester’s infrastructure and operations (I&O) research team. As a senior analyst at Forrester, I aspire to live by our company values of being bold at work. Throughout my career, I have focused on IT service management (ITSM), research, consulting, and speaking […]