Forrester Research: The Future of Technology Operations
Today's most innovative companies are swapping stringent hierarchical systems and silos in favor of knowledge work a...
Why We Fall Short When it Comes to IT Security
The cost of a security breach can be astronomical, and yet few businesses invest enough to prevent such breaches from ha...
AI Means Business: A Panel Discussion on Modernizing Knowledge Management
While it's still early days for artificial intelligence (AI), it's clear that AI means business. In a June 2020 ...
The Current State of AI in Service and Support
The current state of AI in service and support is underwhelming. Promises of bot-powered agentless support, problems that ...
Implement a Successful Bot Strategy in 12 Steps
Best of HDI in 2020 - #6 During the implementation of Sherlock, the knowledge chatbot, I learned a great deal about ch...
9 Benefits of Embracing ITSM Automation
ITSM automation is a way to take your service desk to the next level while increasing efficiency and creating simpler, c...
What Are The Metrics of Artificial Intelligence in Service and Support?
As part of our Metric of the Month series, MetricNet highlights how to measure how true artificial intelligence will hel...

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