Forrester: Build The Foundation Of Proactive Technology Support
Employees want great technology experiences that enable productivity. Delivering this not only requires technology investments but supports experience investments as well. Modern operations teams are systematically updating the way they service their internal customers.
Leaders in this space are moving from:
- Reactive problem-solving to proactive remediation
- Long queues to common interaction automation
- Limited feedback to total end-user experience journeys
To execute on this vision, operations teams must invest in the right technologies to help them automate work, avoid common problems, and gain a better understanding of experience drivers.
In “Build the Foundation of Proactive Technology Support,” Forrester analysts outline the seven foundational tools that provide operations teams with those capabilities–AIOps, Chatbots, CMDB, DEM, ESM, EUEM, and UEM–along with positive results achieved by your peers.
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