Automation was already transforming IT service delivery and support before the COVID-19 crisis made all of our lives so much harder. Done well, automation will reduce incident queues and streamline processes – saving time and costs, and improving IT support’s employee experience. Now, as we all adjust to the “new normal,” [...]
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It seems that people like my IT service management (ITSM) A-Z lists. So, as 2020 rapidly approaches us, here’s an A-Z of the many [...]
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IT service management (ITSM) is changing. First thanks to new service management thinking and best practice such as ITIL 4. Second [...]
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It’s hard to believe that 2020 is almost upon us and we will no longer get those “IT service management (ITSM) in 2020” blogs that were [...]
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AIOps is becoming “the next big thing” in the IT management world because the technology employed, and IT operations, have changed [...]
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Quite simply AIOps (Artificial Intelligence for IT Operations) is all about humans and machines coming together to form a more [...]
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Nowadays, chatbots seem to be all the rage and it’s fair to say that, over the past couple of years, they’ve developed into a pretty [...]
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As an IT service management (ITSM) professional, what’s going to be important to you in 2019? On a personal level, you might be [...]
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Once upon a time, there were only a few ways employees could get IT help. They could phone a help desk number, hoping to get a person [...]
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Artificial intelligence (AI) can be a complicated world to explore – with phrases like general AI and narrow AI, weak AI and strong AI, [...]
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In the SysAid eBook “Skills and Capabilities Required of a 2020 ITSM Professional,” various industry experts talk about the [...]
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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.