Will   McKeon-White

Will McKeon-White

Researcher Serving Infrastructure & Operations Professionals

Will works as a researcher on Forrester's infrastructure and operations team, focusing on modern service delivery. His research helps enterprises understand and capitalize on advances in processes and technologies for more effective IT and business service delivery, including enterprise service management (ESM) and IT service management (ITSM) and the use of ChatOps and chatbot capabilities to facilitate better help desk and employee support, incident resolution, and IT team effectiveness.

Previous Work Experience

Prior to becoming a researcher, Will was a research associate with Forrester's I&O team, covering various technology topics, including ESM, automation, cloud, RPA, disaster recovery technologies, infrastructure transformation, and composable infrastructure.

Education

Will holds a B.A. with a major in both sociology and politics from Ithaca College.

Will McKeon-White

Researcher Serving Infrastructure & Operations Professionals

Will works as a researcher on Forrester's infrastructure and operations team, focusing on modern service delivery. His research helps enterprises understand and capitalize on advances in processes and technologies for more effective IT and business service delivery, including enterprise service management (ESM) and IT service management (ITSM) and the use of ChatOps and chatbot capabilities to facilitate better help desk and employee support, incident resolution, and IT team effectiveness.

Previous Work Experience

Prior to becoming a researcher, Will was a research associate with Forrester's I&O team, covering various technology topics, including ESM, automation, cloud, RPA, disaster recovery technologies, infrastructure transformation, and composable infrastructure.

Education

Will holds a B.A. with a major in both sociology and politics from Ithaca College.

Will McKeon-White's Research

Most RecentMost Popular
  • For Infrastructure & Operations Professionals

    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 benefits, you'll first have to select from a diverse set of vendors that vary by size, functionality, geography, and vertical market focus. Infrastructure and operations (I&O) pros should use this report to understand the value they can expect from a CDRA provider and to select one based on size and functionality.

  • For Infrastructure & Operations Professionals

    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 speeding up workflow development, ESM vendors and infrastructure and operations (I&O) professionals are unlocking new value. This report describes the evolution from ITSM to ESM and how ESM is maturing into a general solution for enabling knowledge-centric value. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We're now updating it to reflect the ongoing development of the ESM market, which Forrester continues to validate as an important trend in digital systems management.

  • For Infrastructure & Operations Professionals

    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) professionals with an evaluation of the most important vendors in the ESM market. However, technology leaders must take additional considerations into account when making a final purchasing decision. This report provides a further breakdown of the ESM market, profiling common buyers, scenarios, and requirements by organization size.

  • For Infrastructure & Operations Professionals

    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 increasingly intelligent monitoring solution to better anticipate things going wrong. ChatOps provides an organization and automation strategy centered on chat platforms. This report gives I&O leaders a simple matrix for determining their teams' AIOps and ChatOps maturity and their next best steps.

  • For Infrastructure & Operations Professionals

    REPORT: Gauge Your Modern Technology Operations Maturity

    Assessment: The Modern Technology Operations Playbook

    January 15, 2020 Charles Betz, Rich Lane, Will McKeon-White

    Today's customers demand great experiences — fast. To satisfy them, infrastructure and operations (I&O) leaders and teams must ensure that they can continuously deliver on both innovation and quality, leveraging automation and modern technology operations (MTO) practices. Use this report's assessment to evaluate your current MTO maturity level and identify key areas for improvement. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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