Julie Mohr
Principal Analyst
Author Insights
Blog
Reimagining ITSM: How Refresh Europe 2025 Propels Freshworks Amid A Fierce Competitive Landscape
At Refresh Europe 2025, the focus shifted from traditional SLAs to experience-led metrics, emphasizing the importance of user perceptions in IT interactions. Freshworks showcased its advancements in AI-driven service management, particularly through Freddy AI. The company aims to simplify ITSM by reducing tool sprawl and enhancing employee experiences. While not the market leader, Freshworks is strategically competitive, targeting midmarket companies. Its approach balances automation with usability, positioning it as a lean alternative in a crowded landscape.
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USU’s Strategic Reveal: Can Its ITSM Vision Keep Pace With Global Giants?
Explore USU’s strategic insights from USU World 2025, where it unveiled its vision for IT service management amid growing global competition. Discover the company’s focus on genAI-powered solutions, data governance, and community engagement, as well as how it is addressing the evolving demands of a hybrid, AI-driven digital landscape, and learn about its commitment to operational compliance and innovative service delivery.
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Factories, Foundries, Or Refineries? Seeking The Right Metaphor For Agentic AI
The critical question facing enterprise architects: How will you evolve your practice to manage AI’s inherent ambiguity, address human concerns around AI adoption, and architect systems that capture and leverage tacit knowledge?
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From Legacy ITSM To Proactive Service Management: Why 2025 Is The Year To Rethink Your Strategy
The Legacy of IT Service Management Is Holding You Back For more than twenty years, IT Service Management (ITSM) has served as the operational backbone for managing incidents, problems, and changes. Yet in 2025, the complexity of enterprise IT environments has outpaced the frameworks and processes once deemed cutting-edge. Despite improvements in incident response, asset […]
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Agentic AI And IT Maturity: Bridging The Gap Between ServiceNow’s Vision And The IT Reality
The ServiceNow Knowledge 2025 event unveiled ambitious advancements in AI-driven enterprise technology, with a focus on autonomous workflows, unified data platforms, and human-machine collaboration. Key announcements included the launch of the AI Control Tower for managing AI agents, the expansion of Workflow Data Fabric to unify disparate data sources, and the intent to acquire data.world […]
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The Rise Of Digital Coworkers: Moveworks Bets Big On AI Agents
Moveworks’ global event in San Jose marked a major inflection point in enterprise AI with the announcement of Agent Studio, Plugin Workspace, and an AI Agent Marketplace — all part of its strategy to become the go-to platform for building business-ready AI agents. Analysts Julie Mohr and Rowan Curran provide their insights on the announcements. […]
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Atlassian’s AI Offensive Is Changing Work Forever
Atlassian has launched a sweeping upgrade to its platform, and the message is crystal-clear: AI isn’t just a feature; it’s the foundation. If you’re working in tech, managing teams, or even just part of a business using Jira or Confluence, this isn’t a subtle shift; it’s a tectonic one. Atlassian dropped a full suite of […]
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Let The Service Management Agentic AI Race Begin
As vendors race to integrate AI-driven solutions into their offerings, we explore how agentic AI is revolutionizing service management, why it matters now, and what the future holds for service management automation.
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Top Six Use Cases For GenAI In Knowledge Workflows
Generative AI can significantly enhance agile knowledge management practices by automating and improving various aspects of knowledge workflows. Learn the top use cases and find out how knowledge workers can adapt to them.
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The Forrester Wave™: Knowledge Management Solutions, Q4 2024 — Insights
The past decade has seen little advancement in knowledge management (KM) technologies, but now KM solutions are changing right before our eyes.
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Balancing AI And Humanity: Insights From Knowledge Management’s Biggest Events In 2024
Knowledge management is experiencing an exciting transformation fueled by the merging of generative AI and human-centered practices.
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Unleash The Potential Of Knowledge Management And Generative AI
To stay ahead of competition, organizations must enable seamless information-sharing across departments. But how? Learn how combining knowledge management and generative AI can unlock a new level of knowledge-sharing and collaboration in your organization.
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Why Knowledge Isn’t Just Power — It’s a Trap: The KM Antipattern Dilemma
Have you ever been part of a team where everyone seemed to guard their knowledge from other teams, like treasure, fearing that sharing might diminish their worth? Or perhaps you’ve witnessed an environment where the pursuit of individual success overshadows common goals? Unfortunately, these scenarios are not unique and are an example of an antipattern […]
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GenAI beschleunigt die Transformation Ihres agilen Wissensmanagements
Mit der Weiterentwicklung der Technologie entwickelt sich auch die Zukunft des Betriebs weiter. Fortschritte in der Verarbeitung natürlicher Sprache und Deep Learning werden KI-gesteuerte Abläufe und agiles Wissensmanagement noch intuitiver und menschenähnlicher machen.
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Can Platform Teams Improve Shared Services?
Business and technology leaders are moving away from shared services due to their association with delays, inflexibility, and bureaucracy. These negative perceptions have led organizations to seek alternatives to meet their agile and digital team requirements.
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Digitize Your Workflow For Sustainability And Accessibility
In this blog, I look at digitizing an employee experience for both the benefits of sustainability and accessibility. While digitization is relatively easy with a broad technology landscape, making changes for sustainability or accessibility is much harder to do.
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GenAI Accelerates Your Agile Knowledge Management Transformation
As technology continues to evolve, so does the future of operations. Advancements in natural language processing and deep learning will make AI-driven operations and agile knowledge management even more intuitive and human-like.
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The Future Of ITSM And ESM
The enterprise and IT service management market is heading in an interesting direction. As the platforms continue to expand in their capabilities, organizations make substantial investments to ensure that they get the most from their service management platform.
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GenAI’s World-Changing Power Is Putting Knowledge To Work
Generative AI will not just disrupt — it will shatter markets, industries, and economies in waves over the next 10 to 15 years. We sense this, but why and how will this happen? We think that generative AI drives the cost of knowledge activation to zero and creates a virtual knowledge loop that increases what is known in the world by more people. We are launching deep research into this topic and invite you to join us.
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Critical Success Factors For A Successful IT Platform Team Transformation
Platform teams have emerged as a significant shift in how we approach technology management. They are responsible for creating the infrastructure that other teams build upon. But transitioning to platform teams is not as simple as rebranding current IT operations teams but rather requires a fresh approach to IT management.
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