William McKeon-White

Analyst

Forrester Bio

Author Insights

Blog

From Ad Hoc And Invisible To Predictable Business Outcomes With ESM

Julie Mohr April 26, 2022
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, […]
Blog

Observations On The Atlassian Outage

William McKeon-White April 13, 2022
What Is Going On? One of our less pleasant responsibilities here at Forrester is commenting on serious business, security, or technical failures in the digital and IT industry. Due to its duration and the implications for a subset of the user base, the current Atlassian outage rises to that level. Atlassian is staking its future […]
Blog

Despite IT Heroics, Technology Is Systematically Failing Employees

William McKeon-White February 11, 2022
Your IT service desk is working harder than ever, but your employee user experience is still lacking. Learn the impact resource limitations and lack of visibility can have on your user experience.
Blog

Citrix’s Acquisition Is Big News But Hardly Surprising

Andrew Hewitt February 1, 2022
Once Again, Citrix Is In The News For An Acquisition If you’re like many of us, you might have first wondered, “another acquisition by Citrix!?” The perennial desktop and app virtualization provider has been on an acquisition tear over the past few years, having bought Sapho in 2018 and Wrike in 2020, in an effort […]
Blog

Presenting The Forrester Wave™: Enterprise Service Management, Q4 2021

Charles Betz December 16, 2021
In 2017, Forrester expanded upon the IT service management market (ITSM) to establish enterprise service management (ESM) as a chosen area of coverage, continuing this research with a 2019 Forrester Wave™ evaluation. Now, we are pleased to announce The Forrester Wave™: Enterprise Service Management, Q4 2021. In 2018, ITSM vendors were still completing the transition […]
Blog

Ask The Analysts — The Forrester Wave™: Unified Endpoint Management, Q4 2021

Andrew Hewitt November 30, 2021
On Monday, December 6, join us for an interactive session covering highlights from the recently published The Forrester Wave™: Unified Endpoint Management, Q4 2021. Unified endpoint management (UEM) helps enterprises better manage employee devices and applications, resulting in improved employee experience, customer trust, and business agility. Want to understand how UEM can address your top […]
Blog

Three Vendors Lead In Our Third Forrester Wave™ Evaluation On Unified Endpoint Management

Andrew Hewitt November 2, 2021
Today, we released The Forrester Wave™: Unified Endpoint Management, Q4 2021. This is the third year we’ve published our unified endpoint management (UEM) Forrester Wave (see our past reports from 2018 and 2019), and this year, we looked at the top 11 vendors in the market and evaluated them across 24 criteria. Organizations looking to […]
Blog

We Played Minecraft At Work — Here’s How It Went

William McKeon-White October 5, 2021
What five things can you learn about team building in a remote work environment by playing video games together? Find out.
Blog

Three Trends Transforming The Video Game Market

William McKeon-White September 20, 2021
Over the past year and a half, we’ve been building out our coverage of the video game market, specifically on how enterprises can model their strategies to take advantage of innovation (see Level Up Your Cloud Strategy With Video Game Innovation and Lessons From Gaming: Lead With Cloud, Continuous Improvement, And Innovation). From this research, […]
Blog

The Evolving Face Of ESM

William McKeon-White June 24, 2021
Previously, we’ve written about the gradual competition of large software providers at the edge of enterprise service management (ESM) and the land grab that was taking place. Over the past year, this competition has only intensified. This expansion has been so severe that the actual ESM capability map may evolve. In 2017, Forrester started covering […]
Blog

Build Better Help Desk Chatbots

William McKeon-White April 2, 2021
Chatbots haven't lived up to their promise. Learn the the three common missteps firms make in rolling out their chatbot initiatives.
Blog

The Second Edition Of Our Forrester New Wave™ Evaluation On Chatbots For IT Ops

William McKeon-White November 5, 2020
Today, we released: “The Forrester New Wave: Chatbots for IT Operations, Q4 2020.” We looked at the top nine vendors in the market today and evaluated them across 10 criteria. Organizations looking to improve employee technology experience or increase their automation capabilities can use IT chatbot platforms to: Deflect tickets from the help desk Automate […]
Blog

Does CX Matter To The Enterprise Cloud? Absolutely!

Dave Bartoletti June 23, 2020
Customer experience is just as important for internal customers as external. Learn more about the value of CX in your IT planning.
Blog

Agile, DevOps, And COVID-19

Charles Betz March 23, 2020
Now is not the time to revert back to old industrial practices. The world is going even more digital because of the COVID-19 crisis, and old industrial era thinking needs to be abandoned once and for all.
Blog

“Why Can’t This Stupid Chatbot Do What I Want?”

Charles Betz October 2, 2019
For all their promise, chatbots are still decidedly imperfect. With good reason: The processes underlying their functioning are numerous and complex. But, there's hope.
Blog

Breaking Down The 10 Need-To-Know Emerging Technologies

James Staten October 2, 2019
From natural language generation to quantum computing, a look at what's gaining traction and what it could mean for companies.
Blog

Why Chatbots Can’t Read Your Mind

Charles Betz August 21, 2019
Chatbots rely on natural language processing (NLP) to understand you. Before they can process a language, they must learn it. Read more.