Tag: AI


IT service desk in 2020

How to Get Your IT Service Desk Ready for 2020

It’s hard to believe that 2020 is almost upon us and we will no longer get those “IT service management (ITSM) in 2020” blogs that were popular mid-decade – and back then it seemed such a long way off. Now, as we rapidly approach 2020, life is probably very different from where we thought we’d […]

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AIops Brain

Want to Get Started with AIOps? Here’s How

AIOps is becoming “the next big thing” in the IT management world because the technology employed, and IT operations, have changed [...]

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AIOps Explained

AIOps Explained

Quite simply AIOps is all about humans and machines coming together to form a more effective IT service management (ITSM) capability. [...]

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Chatbot exterminator

Does Your IT Service Desk Really Need a Chatbot?

Nowadays, chatbots seem to be all the rage and it’s fair to say that, over the past couple of years, they’ve developed into a pretty [...]

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The A to Z of ITSM

The A – Z of ITSM in 2019

As an IT service management (ITSM) professional, what’s going to be important to you in 2019? On a personal level, you might be [...]

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Happy and sad support agents

The Changing Landscape of IT Service Desk Contact Channels

Once upon a time, there were only a few ways employees could get IT help. They could phone a help desk number, hoping to get a person [...]

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Artificial Intelligence 4

The A – Z of Artificial Intelligence (AI)

Artificial intelligence (AI) can be a complicated world to explore – with phrases like general AI and narrow AI, weak AI and strong AI, [...]

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Staffing issues

Does the ITSM Industry Have an IT Service Desk Staffing Issue?

In the SysAid eBook “Skills and Capabilities Required of a 2020 ITSM Professional,” various industry experts talk about the [...]

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Respect

HOW TO BETTER SATISFY END USERS WITH RESPECT-BASED SLAs

There’s a growing industry trend for IT departments, and especially IT support groups, to look beyond traditional service level [...]

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About me

Joe

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.