Search Results

• Report Deliver Better IT Assurance With Modern Technology Operations

  Executive Overview: The Modern Technology Operations Playbook

  January 6, 2021 | Rich Lane, Charles Betz, Will McKeon-White

  By adapting processes, technologies, organizational structures, and governance, infrastructure and operations (I&O) pros can harness modern technology operations (MTO) practices to better address...

• Report Gauge Your Modern Technology Operations Maturity

  Assessment: The Modern Technology Operations Playbook

  September 29, 2020 | Charles Betz, Rich Lane, Andrew Hewitt

  Today's customers and employees demand great experiences — fast. To satisfy them, infrastructure and operations (I&O) leaders and teams must ensure that they can continuously deliver on both...

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  Webinar Lessons From Gaming: Lead With Cloud, Continuous Improvement, And Innovation

  September 2, 2020 | Will McKeon-White, Chris Gardner

  The video game industry has always led with technology, and other verticals should take note. From effective usage of cloud technologies to customer-oriented processes, you can apply five lessons...

• 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 Level Up Your Cloud Strategy With Video Game Innovation

  Be A Fast Follower Of An Industry That Consistently Pioneers Change

  July 16, 2020 | Chris Gardner, Will McKeon-White

  The video game industry has always been a hub of innovation, leveraging emerging technologies to create new experiences for players. Cloud-native infrastructure and development are no different....

• 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 The Cloud CX Value Map

  Use The CX Value Map To Measure Cloud Success Across Your Organization

  June 3, 2020 | Dave Bartoletti, Will McKeon-White

  As enterprises expand their cloud usage, infrastructure and operations (I&O) professionals are increasingly cloud intermediaries and must become better "vendors" of services for their internal...

• Report Now Tech: Continuous Delivery And Release Automation, Q2 2020

  Forrester's Overview Of 29 CDRA Providers

  April 9, 2020 | Charles Betz, Will McKeon-White

  You can use continuous delivery and release automation (CDRA) to automate digital pipelines, enable faster product iterations, and improve end-to-end management and visibility. But to realize these...

• 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 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 Accelerate Incident Management By Combining AIOps And ChatOps

  January 24, 2020 | Rich Lane, Will McKeon-White

  With the ever-growing complexity of IT operations, infrastructure and operations (I&O) pros need all the tools they can get to help them keep ahead of incidents and problems. AIOps provides an...

• Report The Five Principles For IT Chatbot Success

  It's All About The User

  December 18, 2019 | Charles Betz, Will McKeon-White

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

• Report Predictions 2020: DevOps

  Firms Will Embrace New Customer-Centric Approaches As DevOps Speeds Falter

  November 4, 2019 | Charles Betz, Diego Lo Giudice, Christopher Condo

  DevOps continues to capture hearts and minds. However, with release speeds slowing, it's experiencing an inflection point. To succeed, integrated DevOps teams must perceive this inflection point as...

• Report The Forrester Tech Tide™: Modern Technology Operations, Q4 2019

  16 Technologies Underpin Modern Technology Operations

  October 22, 2019 | Rich Lane, Will McKeon-White

  Modern technology operations are increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in this area, companies are evaluating and...

• Report The Forrester Wave™: Enterprise Service Management, Q4 2019

  The 15 Providers That Matter Most And How They Stack Up

  October 10, 2019 | Charles Betz, Will McKeon-White

  In our 23-criterion evaluation of enterprise service management (ESM) providers, we identified the 15 most significant ones — Atlassian, Axios, BMC Software, Broadcom, Cherwell Software, EasyVista,...

• Report Three Trends Are Transforming The Service Desk

  Increase Service Quality And Speed By Addressing ESM, Collaboration, And Intelligence

  October 2, 2019 | Charles Betz, Will McKeon-White

  Three factors — enterprise service management (ESM), collaboration, and intelligent service management — are driving the transformation of the service desk. To better meet customers' needs and...

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  Webinar Tech-Driven Innovation — Cloud Empowerment

  August 7, 2019 | James Staten, Will McKeon-White

  Leading enterprises and government agencies are prioritizing tech-driven innovations to achieve future market leadership. Those doing so most efficiently (in an Agile and scalable way) are...

• Report Plan Your Continuous Delivery Journey

  Roadmap: The Modern Technology Operations Playbook

  June 3, 2019 | Charles Betz, Will McKeon-White

  DevOps is now a mainstream approach to delivering digital business value, yet many organizations are struggling to scale. To build a lasting initiative, your DevOps and continuous delivery (CD)...

• Report The Forrester New Wave™: Standalone Chatbots For IT Operations, Q2 2019

  The Eight Providers That Matter Most And How They Stack Up

  April 15, 2019 | Charles Betz, Will McKeon-White

  In Forrester's evaluation of the emerging market for standalone chatbots for IT operations, we identified the eight most significant providers in the category — Avaamo, Botpress, EdgeVerve...