Search Results

• Report Best Practices For Help Desk Chatbot Success

  A Good User Experience Is The Key To Conversational AI Success

  March 29, 2021 | Will McKeon-White, Charles Betz

  The chatbot value proposition is the creation of faster, self-service support features for customers and employees alike. But in practice, chatbots suffer from low satisfaction scores. As IT...

• Report Research Overview: Marketing, CX And Design, And Digital Transformation Services

  A Guide To Forrester's Marketing, CX, And Digital Transformation Services Research

  March 3, 2021 | Collin Colburn

  Buyers of marketing, customer experience (CX), and digital transformation services face a complex landscape. Many agencies or service providers in this space position themselves as a one-stop shop...

• Report Forrester Infographic: Enable The Next-Generation Workforce With The Right Technologies

  Forrester's Visual Guide To Generational Technology Preferences

  February 26, 2021 | Andrew Hewitt

  Businesses preparing for the future of work must understand the changing technology preferences among four workforce generations. Each generation comes with its unique needs to ensure an optimal...

• Report The Forrester Guide To Equipping The Next-Gen Workforce

  Don't Let Age Define Your Workforce Enablement Strategy

  February 26, 2021 | Andrew Hewitt

  In this demographic overview, we analyze the four generations in the workplace: Generation Z, Millennials, Generation X, and Baby Boomers. As Gen Z and Millennials increasingly represent a larger...

• Report Master Automation And Software To Transform Your Infrastructure

  Executive Overview: The Infrastructure Transformation Playbook

  February 26, 2021 | Glenn O'Donnell

  Infrastructure is the foundation of every digital experience, and this places the broader charter of service design on the infrastructure and operations (I&O) team. I&O leaders must own the design...

• Report Research Overview: Technology And Software Services

  A Guide To Forrester's Application And Infrastructure Services Research

  January 12, 2021 | Amanda LeClair

  Tech and software services buyers face a complex landscape. Many services providers position as end-to-end digital transformation partners or the top partner for a specific platform, but when it...

• Report Overcome Change Management Paralysis

  The Basics Still Apply, But You Don't Need A CAB

  December 24, 2020 | Charles Betz

  Infrastructure and operations (I&O) professionals are questioning the relationship between traditional change management and new practices such as agile and DevOps. The change management process...

• 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 Research Overview: Modern Technology Operations

  Landscape: The Modern Technology Operations Playbook

  August 3, 2020 | Andrew Hewitt, Will McKeon-White, Charles Betz

  Infrastructure and operations (I&O) professionals want to evolve their organizations to be more flexible and responsive in the face of digital transformation and disruption. DevOps, Agile,...

• Report How 5G And Edge Computing Advance IoT Value

  This Dynamic Duo Dramatically Expands IoT Insights And Speed

  July 31, 2020 | Michele Pelino, James Staten

  5G networks promise exponential bandwidth and ultra-low latency to edge computing solutions that empower near-real-time insights gained from business systems built on internet of things (IoT)...

• Report Gauge Your Infrastructure Automation Maturity

  Assessment: The Infrastructure Transformation Playbook

  July 17, 2020 | Chris Gardner

  To convert your mundane operations routines into a finely tuned, automated ecosystem, you need to know where to start your transformation. This report guides infrastructure and operations (I&O)...

• Report Technology Best Practices To Protect Your Homeworkers' Endpoints

  Limit Homeworker Risks With The Right Endpoint Security And Management

  July 9, 2020 | Chris Sherman, Andrew Hewitt

  Firms must maximize their remote workers' productivity without exposing them or their devices to new risks. This is complicated by the use of personally owned devices, over which the IT security...

• Report Apply Enterprise Service Management To Your Industry Processes

  From Trains To Telcos, ESM Is Reshaping Knowledge Work

  June 30, 2020 | Charles Betz, Will McKeon-White

  Enterprise service management (ESM) is expanding once again. Avid ESM users are already moving from initial successful use cases in HR and facilities to business operations for specific processes...

• Report Unify Application Portfolio Management And Cloud Tagging

  Hybrid Systems Require Common Management

  June 23, 2020 | Charles Betz, George Lawrie

  As a result of the current economic crisis, we're seeing a renewed focus on portfolio management. To provide a unified view of digital and IT portfolios for governance and rationalization,...

• Report Now Tech: Infrastructure Automation Platforms, Q2 2020

  Forrester's Overview Of 15 Infrastructure Automation Platform Providers

  June 16, 2020 | Chris Gardner

  You can use infrastructure automation platforms to model and deliver systems, augment continuous delivery efforts, and ensure compliance. But to realize these benefits, you'll first have to select...

• Report Your Definition Of Future Work Should Shape Your Operating Structure

  Classify Your Future Work For Successful Delivery In The Long Run

  June 4, 2020 | Gordon Barnett, Bobby Cameron

  As firms become more customer obsessed, the CIO mandate becomes richer and more complex — and that shapes the work that IT organizations must do. To succeed in this ever-changing environment, CIOs...

• Report RPA And Test Automation Are More Friends Than Foes

  But You Can't Extend Test Automation Technology To RPA And Vice Versa

  May 15, 2020 | Diego Lo Giudice, Craig Le Clair

  Test automation has evolved for more than 30 years, with peak growth in the past five. The robotic process automation (RPA) market is fewer than 10 years old, with most of its growth in the past...

• Report IoT Solutions Transform Smart Buildings Into Strategic Productivity Assets

  Extend Opportunities Beyond Efficiency To Include Enhancing Worker Experience

  May 12, 2020 | Michele Pelino, Andrew Hewitt

  Many firms are deploying building management solutions enabled by the internet of things (IoT) to achieve operational and strategic goals. Initial benefits often focus on improving energy...

• Report Zero Trust Primer For 5G Security Use Cases

  More Bandwidth Means More Data To Protect

  May 1, 2020 | Jeff Pollard

  Security and risk pros concerned about 5G security will find that the security narrative was hijacked — rightfully — by geopolitical and national security concerns. For enterprise security leaders,...

• Report Forrester Infographic: Differentiate Employee Experience In Smart Building Environments

  April 17, 2020 | Andrew Hewitt, Michele Pelino, Merritt Maxim

  As the importance of employee experience (EX) grows, where you work matters even more. Today's workplace is undergoing a renaissance of new digitally connected technologies designed to improve...

• Report Securing Private 5G At The Edge: Europe Edition

  Guide To Securing Private 5G And Edge Computing Use Cases For European Organizations

  March 13, 2020 | Paul McKay

  5G networks are being deployed around Europe in 2020; several countries and telecom operators will bring 5G to the consumer market in 2020 and beyond. You'll find the most compelling 5G use cases...

• Report Promises, Not Obligations, Are The Basis Of Future Operating Models

  Empower Team Collaboration Through A Framework Of Mutual Commitments

  March 10, 2020 | Charles Betz, Chris Gardner

  As infrastructure and operations (I&O) organizations move to digital product teams, it's becoming increasingly ineffective to base governance on traditional controls (processes, manual inspection,...

• Report Forrester's Enterprise Service Management (ESM) Buying Guide, 2020

  Map ESM Providers To Your Current State, Size, And Priorities

  February 10, 2020 | Charles Betz, Will McKeon-White

  In "The Forrester Wave™: Enterprise Service Management, Q4 2019," we researched, analyzed, and scored enterprise service management (ESM) providers, providing infrastructure and operations (I&O)...

• Report It's Go Time For Application And Infrastructure Dependency Mapping (AIDM)

  Long-Awaited Dependency Mapping Is Finally Here To Bring Meaning To Your Digital Pipeline

  February 7, 2020 | Charles Betz, Rich Lane

  Visibility into complex distributed systems is crucial for modern technology operations. Despite promises, the configuration management database (CMDB) and its discovery tools never delivered...

• Report Enhance Digital Employee Experience With Device-As-A-Service (DaaS)

  The Value Of DaaS Lies In Digital EX Improvement, Not Cost Predictability

  January 23, 2020 | Andrew Hewitt

  Subscriptions are everywhere, and now they're coming to your corporate PCs. Organizations are increasingly interested in adopting device-as-a-service (DaaS) to shift employee device purchasing from...