Julie Mohr

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.

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.

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.

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.

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.

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.

The promise of AI in knowledge management has lingered on the fringes for years — the application of AI was just outside of possible and not quite ready for prime time. And then into the room walked our new friend, generative AI. It has turned the knowledge management world upside down.

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 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 essential to understand […]

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, […]