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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Does your IT service desk use a portfolio of IT metrics? I’m sure the answer is “yes,” but is it really a portfolio? Most online [...]
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It’s great to see the growing IT service management (ITSM) interest in employee experience, especially when IT organizations use [...]
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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.