Julie Mohr

There is a shift underway toward experience-driven service-level management (SLM). Learn how to transform your SLM strategies to prioritize user experience and stay ahead in the dynamic IT landscape.

AI is no longer optional in enterprise service management. Discover how leading platforms are using intelligence to drive efficiency, improve service, and deliver business value.

Discover the latest AI breakthroughs and announcements from Atlassian in this review of its recent Team '25 Europe event.

After being in the shadows for years, knowledge management has suddenly taken on a much more prominent role as a key strategic function.

The promise of AI-centric service desks has moved from theoretical blueprint to operational reality. After extensive research with early adopters across multiple industries, the results reveal a complex landscape where gains are marred with implementation challenges that many organizations didn’t anticipate.

In today’s complex IT landscape, traditional performance metrics often fall short. This blog explores the importance of metric maps in driving adaptive and resilient operations. By aligning metrics with strategic goals, organizations can foster continuous improvement and enhance employee engagement. Discover how to effectively diagnose service issues and implement meaningful performance models.

As digital transformation accelerates, traditional IT service desks must evolve. This blog explores the AI-centric service desk model, emphasizing automation and personalized support to enhance the digital employee experience. Learn how embracing an AI-first approach can transform IT operations into strategic enablers of productivity and resilience.

Effective knowledge management (KM) is essential for enhancing developer productivity and innovation. A strategic KM approach reduces inefficiencies, accelerates onboarding, and preserves valuable organizational knowledge. By fostering a culture of knowledge sharing and utilizing centralized repositories, organizations can transform KM from a support function into a core enabler of software delivery performance.

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.

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.

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?

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 […]

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 […]

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. […]

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 […]

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.

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.

The past decade has seen little advancement in knowledge management (KM) technologies, but now KM solutions are changing right before our eyes.

Knowledge management is experiencing an exciting transformation fueled by the merging of generative AI and human-centered practices.