January 30, 2025 The ITIL IT service management (ITSM) body of service management best practices is now 36 years old. However, despite this longevity, there are still areas where IT organizations continue to seek help. One of these is which IT metrics to focus on, particularly for the IT service desk and corporate IT support capabilities. [...]
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December 19, 2024 Generative AI (GenAI) capabilities are transforming IT service management (ITSM) practices and tools – automating routine tasks, [...]
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August 15, 2024 The opportunity for artificial intelligence (AI)-enabled capabilities for IT service management (ITSM) and other business operations is [...]
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July 31, 2024 The IT service management (ITSM) industry has long suffered from ITSM tool churn, often because ITSM tool customers fail to receive the [...]
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June 20, 2024 The opportunity of artificial intelligence (AI) capabilities for IT service management (ITSM) is well written about. The abilities of [...]
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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 [...]
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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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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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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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April 7, 2022 The opportunity of artificial intelligence (AI) for IT service management (ITSM) has been the subject of blogs, papers, webinars, and [...]
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February 24, 2022 If, like me, you’ve benefitted from automation in your IT service management (ITSM) role for at least the last decade, if not two, you [...]
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December 2, 2021 Sadly, the world still isn’t right – at least in 2019 terms – but at least there’s more breathing room for many organizations (albeit [...]
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