Trends Report

Build The Foundation Of Proactive Technology Support

Embrace Automation And Analytics For Employee Delight

August 5th, 2021
With contributors:
Lauren Nelson , Andrew Hewitt , Charles Betz , Rich Lane , Tyler Brown , Diane Lynch


Operations teams are being pressured to provide better technology experiences, and to do so they need tools that will help them automate work, avoid common problems, and gain a better understanding of experience drivers. In this report, we outline the seven foundational tools that provide operations teams with these capabilities —AIOps, Chatbots, CMDB, DEM, ESM, EUEM, and UEM, — along with positive results achieved by your peers.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.