How is your organization and its employees addressing the spread of misinformation or “fake news”? The latter of these might be “disinformation” rather than “misinformation” – it’s a distinction that’s important to know, as disinformation, more than misinformation, potentially harms your organization’s operations and [...]
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“Agentic AI” is the new kid on the block when using artificial intelligence (AI) in service and support roles. You might feel it’s just [...]
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It’s hard to read or listen to anything about IT service management (ITSM) right now without the mention of artificial intelligence [...]
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With artificial intelligence (AI) increasingly embedded in business operations, establishing mechanisms to help ensure ethical and [...]
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Do your peers and colleagues constantly talk about the Metaverse or the technologies it employs? Do you feel as though you should know [...]
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The ITIL IT service management (ITSM) body of service management best practices is now 36 years old. However, despite this longevity, [...]
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Generative AI (GenAI) capabilities are transforming IT service management (ITSM) practices and tools – automating routine tasks, [...]
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The opportunity for artificial intelligence (AI)-enabled capabilities for IT service management (ITSM) and other business operations is [...]
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The IT service management (ITSM) industry has long suffered from ITSM tool churn, often because ITSM tool customers fail to receive the [...]
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The opportunity of artificial intelligence (AI) capabilities for IT service management (ITSM) is well written about. The abilities of [...]
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Both AI and experience management continue to be hot ITSM trends and are at similar stages of their introduction. IT organizations have [...]
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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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Artificial intelligence (AI)-enabled capabilities offer IT organizations the opportunity for “better, faster, cheaper” operations and [...]
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So in case you hadn't worked it out yet, I'm Joe! Hello there. I'm a native New Yorker and I love everything connected to IT service management (ITSM). I'm a passionate blogger and Twitter addict, and I'm also the resident IT guy at SysAid Technologies.