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Two portraits set into vintage washing machine windows, illustrating AI and humanising IT

A Process Is Still a Conversation: Humanising Service Management

Simone Jo Moore has spent decades arguing that the human sits at the center of every IT process, every tool rollout, every supplier relationship. In her Conversations with Giants episode, she talks about AI as a creative muse and a way to clear the drudgery, why SIAM is a relationship problem at heart, and why she’s still waiting for the industry to drop the dogma and get more honest about the people doing the work.
Illustration of a chat window reading "Can I speak with a human please?" next to a smiling AI chatbot icon, representing employee experience with AI-supported IT chat

How IT Support Can Deliver Better Employee Experiences

IT support is usually measured by first-contact resolution and ticket counts, but rarely by whether employees got what they needed. Drawing on a SolarWinds webinar, Stephen Mann looks at why AI’s biggest value lies in preventing issues before a ticket exists, why channel choice counts for more than any single preferred channel, and why most metrics track IT service desk mechanics rather than the outcomes employees experience.
Illustration of an IT professional walking through an office full of robots, representing the always-on AI question of why human staff are still needed

Always-On AI in ITSM: Why Every Service Desk Employee Will Ask “Why Am I Needed?”

Always-on AI is transforming the IT service desk, but technology alone won’t determine its success. This article examines why organizations must address human purpose, psychological safety and governance alongside AI deployment – and why answering “Why am I needed?” may be the most important question of all.
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