Bridging the AI Strategy Gap in the C-Suite
A new IBM study shows CEOs are bullish on AI’s potential and want to implement competitive solutions — but just 29% of […]
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Automation and AI
What is Observability in IT Service?
This method can cut down on downtime and prevent incidents before they occur. Here is a primer on how it
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Facing the Future of AI in IT Service Management
It doesn’t take a self-aware, hyper-intelligent artificial intelligence to have a massive impact on the service and support industry. The
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Meet an AI Service Desk Agent
After working on integrating a generative AI tool into his organization’s service desk operation, Moe Suliman contemplates how such a
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The Rise of the Machines: Is Your IT Job at Risk?
Machine learning and AI is already automating some tasks which once required human effort, but the new wave of technology
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The Role of the Service Desk in the Cybersecurity Kill Chain
Observations from the Field In the more than 20 years I’ve been working in the cybersecurity and service desk industry,
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Preparation for Automation
We often make decisions backwards.No good mechanic picks up a 9/16″ socket and heads to the garage to find something
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Not So Fast: Is Your Support Organization Ready to Use Bots?
Are you thinking about maybe, possibly, probably using a chatbot in your service desk this year? That’s great! The bandwagon’s
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The Impact of Automation on Metrics
The original “help desk” was usually one person whose job it was to take notes about computer issues from users
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Metric of the Month: Introduction to Chat Metrics
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
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