Built to run: How modern manufacturers are transforming IT service management
The promise of smart factories, robotics, and IoT-driven insights is greater productivity and efficiency. Yet many manufacturers remain constrained by legacy ITSM systems that create disconnected workflows, unreliable data, and operational bottlenecks—leading to downtime, security risks, and slower decision-making.
Join Forrester’s Julie Mohr and Freshworks’ Payal Patel to learn how leading manufacturers are modernizing service operations to increase agility and improve experiences across IT and the business.
Date: Thursday, July 16, 2026
Time: 11:00 a.m. PDT
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The ideas worth your hour
In this session, we'll discuss:
AI and automation trends transforming manufacturing
The impact of legacy systems and fragmented service operations
How intelligent service management and digital industrial platforms improve resilience and agility
Practical ways AI helps reduce downtime and accelerate service delivery
Real-world modernization strategies from leading manufacturers
Hear from industry experts
Julie Mohr
Principal Analyst, Forrester
Julie Mohr advises technology leaders on transforming IT operations into adaptive, AI-enabled service organizations. She'll share the latest Forrester research on how organizations are moving beyond traditional ITSM to intelligent service management, reducing complexity, improving employee experiences, and enabling more resilient operations through AI and automation.
Payal Patel
Senior Director, Solution Engineering, Freshworks
Payal Patel works closely with enterprise organizations to modernize service operations and accelerate business outcomes. She'll provide practical guidance on what manufacturers should look for in an ITSM platform, common pitfalls to avoid during modernization efforts, and how AI-powered service management can help teams move faster while maintaining governance and control.