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• Report Harness ChatOps To Empower Remote Collaboration

  ChatOps: The Accidental Standard

  December 21, 2020 | Rich Lane, Will McKeon-White

  With the shift to remote work and its ever-increasing complexity, teams are struggling to find ways to make collaboration easier and automate more. ChatOps is an important capability, enabling...

• Report Service Desk 2020: It's All About Employee Experience

  Reliable, Accessible Services Fuel Innovation And Satisfaction

  October 6, 2020 | Charles Betz, Andrew Hewitt

  Although 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. In an era of...

• Report The IT Financial Management — AKA TBM — Technology Solution Ecosystem

  Achieve Total Cost Visibility With ITFM/TBM Technology And Services

  January 9, 2020 | Bill Martorelli

  Solutions for IT financial management (ITFM), AKA technology business management (TBM), are evolving rapidly because of the growing need for infrastructure and operations (I&O) leaders to control...

• Report Streamline Your Operational Processes With Lean And Agile Thinking

  Processes: The Modern Technology Operations Playbook

  December 6, 2019 | Charles Betz

  Forrester client inquiries about IT process are increasing sharply as digital transformation and DevOps practices force many IT organizations to fundamentally reexamine the role of process in their...

• Report Beware The Automation Paradox

  Prepare For An Automated World Full Of Surprises And Requiring Higher Skills

  October 4, 2019 | Charles Betz, Chris Gardner

  Automate all the easy things, and what's left for people to do? The hard things. This maxim has never been truer. Automation reduces toil, but is this always a good thing? When systems become too...

• Report Now Tech: Enterprise Service Management, Q3 2019

  Forrester's Overview Of 24 ESM Providers

  August 19, 2019 | Charles Betz, Will McKeon-White

  Enterprise service management (ESM) offerings help enhance enterprise service delivery, support core IT service management (ITSM) processes, and speed overall service delivery. But to realize these...

• Report The Inclusive Design Imperative: Win And Retain More Customers

  Modernize Your Design Practice To Reach More Of Your Target Market

  April 23, 2019 | Gina Bhawalkar

  Experience design (XD) leaders can help their firms win and retain customers, break into new markets, and get employees more engaged, by prioritizing inclusion. To do this, you need to shift your...