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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September 20, 2023 The SysAid 2023 State of Service Management Report highlighted some significant IT service management (ITSM) and enterprise service [...]
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August 31, 2023 The criteria used for IT service management (ITSM) tool selection have almost remained static for the last thirty years. This [...]
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July 19, 2023 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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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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March 22, 2023 In terms of the IT service management (ITSM) opportunities available to organizations to improve their IT service delivery and support [...]
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January 5, 2023 IT service management (ITSM) is all about improvement and, if the AXELOS 2022 ITSM Benchmarking Report and survey data is correct, [...]
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December 19, 2022 The introduction of ITIL 4 in 2019 brought a focus on value co-creation and value streams over the traditional process-based approach [...]
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November 29, 2022 More and more IT organizations are recognizing the opportunity of AIOps and Digital Employee Experience (DEX) Management. It’s great [...]
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November 28, 2022 If you regularly read my blog you’ll know that I’ve already written a fair bit on the tough nut to crack that is problem management. [...]
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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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