Quite simply AIOps (Artificial Intelligence for IT Operations) is all about humans and machines coming together to form a more effective IT service management (ITSM) capability. The name is derived from: AI – that’s artificial intelligence – which easily outstrips humans when it comes to analyzing large data sets, spotting [...]
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Knowledge-Centered Service (KCS) is an IT service delivery and support capability that focuses on knowledge as a key asset of the IT [...]
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To help us IT service management (ITSM) folks get ahead, there are a number of ITSM best practice frameworks, methodologies, and [...]
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Service level management is one of the most important and necessary capabilities within IT service management (ITSM) but I’m going to [...]
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Chatbots are coming to the IT service desk, and why wouldn’t they? They’ve the potential to reduce workload for your agents, increase [...]
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The role of an IT service desk manager is an important one within IT service management (ITSM) but it isn’t a role that’s suitable to [...]
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Organizational change management (OCM) is essentially all about how organizations should manage big changes, of which for most [...]
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IT Asset Management or ITAM is a set of practices that allows your organization to manage, control, and protect all IT assets across [...]
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A new version of the ITIL IT service management (ITSM) best practice framework – ITIL 4 – was released early in 2019. It was big news [...]
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Hopefully, we all know that – in IT service management (ITSM) – change management (now called “change control” in ITIL 4) is the [...]
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Hopefully, you already understand change management as the process, or capability, that manages change effectively, efficiently, and [...]
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You’ve probably heard and read a lot about digital transformation in the last couple of years. You might already be in the midst of [...]
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Mental health and wellbeing have become popular business-media topics in recent years and I’m really pleased to see that this focus has [...]
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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.