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  • Business Process Management (BPM)
  • Charles Betz

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As the coronavirus dominates the global headlines, businesses should take the opportunity to develop business continuity plans specifically for pandemics—focusing on customer, employee, and partner needs. Read more »

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  • 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 Predictions 2020: Automation

    Utilize Strike Teams To Fend Off The Automation Paradox

    Automation — a diverse set of technologies ranging from robotic process automation (RPA) to continuous delivery (CD) to hybrid cloud management and beyond — is a key investment for CIOs and their...

  • 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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