March 28, 2024 Both AI and experience management continue to be hot ITSM trends and are at similar stages of their introduction. IT organizations have considered “the art of the possible” with each ITSM trend and are now seeking to make the trends a reality. However, it’s likely that organizations have already committed more to AI [...]
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February 22, 2024 It’s hard to read anything related to IT service management (ITSM) these days that doesn’t mention experiences, whether it’s customer [...]
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November 23, 2023 Artificial intelligence (AI)-enabled capabilities offer IT organizations the opportunity for “better, faster, cheaper” operations and [...]
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June 21, 2023 It isn’t enough to know that artificial intelligence (AI) can help your organization’s IT service management (ITSM) operations and [...]
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September 29, 2022 Your organization might have already undertaken its first budget planning round for 2023 IT operations. Whether it has or hasn’t, have [...]
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April 7, 2022 The opportunity of artificial intelligence (AI) for IT service management (ITSM) has been the subject of blogs, papers, webinars, and [...]
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February 24, 2022 If, like me, you’ve benefitted from automation in your IT service management (ITSM) role for at least the last decade, if not two, you [...]
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December 2, 2021 Sadly, the world still isn’t right – at least in 2019 terms – but at least there’s more breathing room for many organizations (albeit [...]
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July 29, 2020 Automation was already transforming IT service delivery and support before the COVID-19 crisis made all of our lives so much harder. [...]
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February 12, 2020 The corporate IT help desk, or IT service desk, has long been under pressure to “deliver more with less.” With the actions taken [...]
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January 22, 2020 In an earlier blog, I wrote about 5 key IT service management (ITSM) things for IT service desk managers to do in 2020. This is a [...]
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January 15, 2020 If you can still remember last year, then hopefully you’ll remember my A-Z of ITSM in 2020 blog in which I covered 26 of the most [...]
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December 4, 2019 It seems that people like my IT service management (ITSM) A-Z lists. So, as 2020 rapidly approaches us, here’s an A-Z of the many [...]
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