William McKeon-White

As vendors race to integrate AI-driven solutions into their offerings, we explore how agentic AI is revolutionizing service management, why it matters now, and what the future holds for service management automation.

Like many, I’ve been using generative AI (genAI) systems for about two years. Nothing has quite triggered my imagination like Microsoft Paint’s Cocreator capability.

To succeed, customer service organizations must curate a set of technologies that underpin their operations. To discover the most important ones, we surveyed technology decision-makers, suppliers, and other subject matter experts for their opinions about which ones really mattered.

AWS may have been caught off guard by the sudden rise of generative AI, but now it’s coming for the competition from every possible angle. Get our key takeaways from AWS re:Invent 2024.

How do conversational AI systems stack up against real-life use? Use this simple test to evaluate the capability of your systems to accommodate real user language variance.

Join us at Forrester’s Technology & Innovation Summit North America for an innovation lab where you’ll get to work with other business and public sector leaders to not only try out cutting-edge genAI but also get hands-on practice with how discrete genAI models can be applied.

At its recent Cisco Live event, the tech giant made a number of new announcements, detailed plans for its $28 billion Splunk acquisition, and walked through its vision for the future. Get a detailed review in this post.

Microsoft announced recently that it was unbundling Teams from its various Microsoft 365 plans worldwide. Find out what is actually changing and what it means for customers, regulators, and Microsoft.

Some organizations rely on technology to bring new products to market. Some need to embrace the latest cutting-edge technology and practices to disrupt and transform markets. Others just need to optimize business operations. Forrester’s high-performance IT tech vision recognizes that every organization is unique.

Find out how Broadcom's plan to divest VMware’s EUC And Carbon Black businesses could impact customers and the market overall.

Plenty of people had fun with ChatGPT when it released, but I’m not sure any industry had more fun than cybersecurity. When first released, it turned out that ChatGPT could write code, convert code from one programming language to another, and write malware. Sure, the coherent nonsense problem persisted, but overall, it produced solid stuff. […]

Generative AI can make doing a lot of things easier, including the wrong things. Learn the risks of AI-generated content and how to avoid them.

… Or, What We Should Plug Into Slack, Teams, And Other Chat Platforms Over the past decade, chat platforms have become a fixture of the workplace (yes, somehow it’s already been more than 10 years). This is due to them supporting rapid informal communication as well as their extensibility. For years, organizations have had success […]

Or, “How a natural language image generation AI used as a meme generator by social media may impact your business.” Welcome To The Future — It’s Got AI-Generated Art Let’s play a quick game. Which of the below images were made by an AI system generating images based on word prompts? Let’s pretend you guessed […]

Late Sunday evening, Bloomberg reported rumors of advanced Broadcom talks to acquire VMware, which has since been confirmed this morning. In light of Broadcom’s investment activities in the past few years, this news is unsurprising. It made a string of massively expensive enterprise software company acquisitions: Brocade Communications Systems in 2016 ($5.9 billion), CA Technologies […]

Are you facing the dilemma of improving service work? Service outcomes depend upon knowledge workers getting things done. Whether you’re servicing a laptop or a train, it’s all just operations. Service improvements require insight into what work needs to be done, who is doing the work, and where the work in progress is. But often, […]

What Is Going On? One of our less pleasant responsibilities here at Forrester is commenting on serious business, security, or technical failures in the digital and IT industry. Due to its duration and the implications for a subset of the user base, the current Atlassian outage rises to that level. Atlassian is staking its future […]

Your IT service desk is working harder than ever, but your employee user experience is still lacking. Learn the impact resource limitations and lack of visibility can have on your user experience.

Once Again, Citrix Is In The News For An Acquisition If you’re like many of us, you might have first wondered, “another acquisition by Citrix!?” The perennial desktop and app virtualization provider has been on an acquisition tear over the past few years, having bought Sapho in 2018 and Wrike in 2020, in an effort […]