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  • Webinar CIO Predictions 2021

    Get Ahead Of 2021
    January 13, 2021 | Matthew Guarini, Brian Hopkins

    Forrester predicted major uncertainty in 2020, and we were right. CIOs and other tech leaders who prepared for uncertainty are adapting more easily during the pandemic. With 2021 right around the...

  • Report How To Scale Your Design Organization

    Roadmap: The User Experience Playbook
    January 7, 2021 | Gina Bhawalkar

    The surge in demand for experience design (XD) requires that you answer a hard question as a design leader: How can your XD organization scale up? This report explains how, based on best practices...

  • 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 The State Of Automation In Indonesia

    Indonesian Firms Are Adopting Automation For Customer-Facing Processes, But Challenges Remain
    December 22, 2020 | Achim Granzen, Frederic Giron

    Adaptiveness and customer experience (CX) improvements are key business priorities for firms in Indonesia in 2021, and automation will be a key enabler of these objectives. For 2021, Indonesian...

  • 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...

  • Webinar AI Predictions 2021

    How AI Is Entering New Territory

    Early forays into AI combined with 2020’s new reality for business is catapulting AI competency further and faster. What was once considered impossible is now not only possible, but even...

  • 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...

  • Webinar Results Of The 2020 Digital Process Automation Survey

    August 12, 2020 | Rob Koplowitz, Abigail Livingston

    Every two years, Forrester surveys the market on digital process automation trends. The 2020 survey results confirm an increased focus on the role of process automation in supporting strategic...

  • Report The Future Of The European Job Market

    The Future Of Work Will Drive A More Dynamic European Job Market By 2030
    July 22, 2020 | Dan Bieler

    2020 is a pivotal moment for Europe, with greater economic uncertainty, rapid technology change, and a pandemic disrupting existing working environments. The European job market will become even...

  • 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 Forrester Infographic: Digital Process Automation At Scale

    July 14, 2020 | Rob Koplowitz

    We based this infographic on key findings from Forrester's Q1 2020 Global Digital Process Automation Survey. Application development and delivery pros, use this infographic to identify common...

  • Report Top 10 Recommendations For Private Cloud Success

    What You Call It Doesn't Matter, But Defining Scope And Governance Is Crucial
    July 1, 2020 | Tracy Woo, Chris Gardner

    Despite reportedly high private cloud adoption, Forrester continues to see enterprises that are struggling with build-out. Success with private cloud comes only through embracing self-service, full...

  • 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: Public Cloud Development Platforms In China, Q2 2020

    Forrester's Overview Of 28 Public Cloud Development Platform Providers In China
    June 18, 2020 | Charlie Dai, Danny Mu

    You can use public cloud development platforms to build the technology foundations of an adaptive enterprise and simplify digital operations, modernize business applications, and facilitate...

  • 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 When And How To Modernize Core Applications Using Low-Code Platforms

    Enterprises Are Extending The Value Of Low-Code Development
    June 10, 2020 | John Bratincevic, John Rymer

    Application development and delivery (AD&D) pros using low-code development platforms are starting to tackle large, complex mission-critical (core) applications. As they do, they're learning...

  • 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 Your Automation Psychology And Roadmap Just Shifted Gears

    Ease The Pain With A Skills-Based Future-Of-Work Plan
    May 29, 2020 | Craig Le Clair

    Forrester's "The Forrester Tech Tide™: Intelligent Automation, Q1 2020" highlights 19 intelligent automation (IA) technologies and advises on investment priorities. But because of COVID-19, the...

  • Report Ten Golden Rules For RPA Success

    Focus On These Key Philosophies For Lasting Automation Value
    May 26, 2020 | Leslie Joseph, Craig Le Clair

    Robotic process automation (RPA) has catalyzed the conversation around enterprise automation. However, not every organization has succeeded at ramping up to stable, scaled automation. RPA comes...

  • Report Create A Governance Strategy To Meet The Process Imperative

    The Shift Required To Drive Process Automation At Scale
    May 21, 2020 | Rob Koplowitz

    Digital transformation requires lots of software to enable process automation. But how do you avoid chaotic software sprawl with thousands of disconnected pockets of automation that will undermine...

  • Report RPA And Test Automation Are More Friends Than Foes

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

    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...

  • Webinar The Three Megatrends For Customer Service For 2020

    April 15, 2020 | Kate Leggett

    We're at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels — shifting between them seamlessly and even using...

  • Report ESM: The Software Platform For Knowledge Workers

    Enable Your Digital Business With This New Enterprise Platform
    March 24, 2020 | Charles Betz, Will McKeon-White

    Enterprise service management (ESM) has emerged from the crowded IT service management (ITSM) market. By expanding service thinking and the service catalog into domains outside of IT as well as...

  • Report Now Tech: Public Cloud Development Platforms, Q1 2020

    Forrester's Overview Of 16 Public Cloud Development Platform Providers
    March 4, 2020 | Dave Bartoletti, John Rymer

    Application development and delivery (AD&D) pros can use public cloud development platforms to quickly develop and deliver applications to support business innovations and operations automation,...

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