Julie Mohr
Senior Analyst
Author Insights
Blog
The Art And Science Of Storytelling: An Interview With Bryan Yee
Storytelling In Knowledge Management Unlocking the tacit knowledge in an organization is instrumental in accelerating learning. In the recently released report, Implement Storytelling In Your Agile Knowledge Management Practice, we outline steps that organizations can take to use storytelling in an agile knowledge management (KM) practice to engage knowledge workers in making connections across the […]
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Knowledge Capacity Building Requires Skills Development
Organizations often view knowledge management (KM) as a means to bridge a skills development gap. For example, your level-1 service desk agents may not have strong technical troubleshooting capabilities. To overcome the lack of technical skills, the organization sets out to capture knowledge from subject matter experts and make it available to level 1. While […]
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A Day In The Life Of A Knowledge Manager — A Cautionary Tale
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? Most […]
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Finishing 2022 With Uncertainty For Technology Executives
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. If recent changes are any […]
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Update Your Knowledge Management Practice With Three Agile Principles
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. For the same reasons that agile principles have […]
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DevOps Theme Team: 2022 In Review And Looking Ahead To 2023
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 […]
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Three Techniques To Better Manage Digital Disruption To The Enterprise
When disaster strikes, how organizations respond is critical to minimizing the impact.
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Knowledge Worker Autonomy And Its Impact On The Employee Experience
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 […]
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Forrester’s Now Tech: Integrated Software Delivery Platforms, Q2 2022 — A Primer
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 […]
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Creativity In The Workplace — Six Months In, And I Love This Place
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 […]
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A Comparison Of Agile And ITSM Change Management Mindsets
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 […]
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From Ad Hoc And Invisible To Predictable Business Outcomes With ESM
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, […]
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Two Steps To Reduce Your Carbon Footprint With Smart Devices, IoT, And A Bit Of Patience
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 […]
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The Three Myths Of IT Change Management Are Holding You Back
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 […]
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Keep Your People At The Forefront Of Innovation
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.
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Talent Woes: Sometimes Your Best Defense Is A Really Good Offense
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 […]
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Meet Your New Operations Analyst: Julie Mohr
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 […]