Built to run: How modern manufacturers are transforming IT service management
Legacy ITSM tools weren’t built for modern manufacturing. Manufacturers today need to keep operations running smoothly while managing increasingly complex technology environments. Forrester’s Julie Mohr and Freshworks’ Payal Patel share how agile enterprises are simplifying service operations and creating better experiences across IT and business.
Duration: 55 minutes
The ideas worth your time
Key takeaways include:
Why legacy ITSM creates bottlenecks and what modern looks like
The hidden cost of disconnected systems, manual workflows, and fragmented service experiences
How AI reduces downtime and speeds up service delivery
Practical steps to unify service management across IT, operations, and business teams
Real-world examples of organizations modernizing service delivery while supporting growth and transformation
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.