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For Infrastructure & Operations Professionals

Shift To Enterprise Service Management To Improve The Employee Experience

Processes: The Employee Experience Playbook

February 12, 2018

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This is the Processes report in The Employee Experience Playbook For 2018.

Why Read This Report

While new technologies emerge every day, employees can't do their best work because they can't find the services they need, and when they do, bureaucracy causes unacceptable delays. Infrastructure and operations (I&O) organizations must look beyond IT service management (ITSM) and provide workers with pain-free, productive, personalized, pervasive, and predictive service. This report shows why these five ingredients must become staples of your digital employee experience (EX) service strategy and provides a recipe to get you started. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We are updating it now to include our latest survey data.

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Table of Contents

  • Your Current Approach Isn't Working For Digital Transformation
  • Your Operating Model Must First Deliver Employee Productivity
  • Use Five Principles To Redesign Your Environment For Productivity
  • Recommendations

  • Revolutionize Services With An Employee-Focused Strategy
  • Supplemental Material
  • Related Research Documents

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