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Illustrated gear shift with labels Record Route Assist Resolve Prevent representing the service desk automation outcome ladder

Service Desk Automation: How to Automate Resolution, Not Just Ticket Handling

An employee reports a dropped VPN connection, and every step of the IT service desk automation fires perfectly: intent read, ticket routed, history attached. The VPN still does not work. This gap between a well-handled ticket and a solved issue is the most common outcome in IT service desk automation today. The article maps a five-level outcome ladder and how to measure verified resolution instead of ticket volume.
Illustrated armored robots counting cash at a chaotic office desk representing runaway enterprise AI costs and budget overruns

Revamping Traditional IT Budgets: The Practical Fix for Exploding AI Spending

AI costs are spiraling across enterprises, and budgets built for predictable per-seat SaaS costs were never designed for open-ended, per-token inference. Erhan Giral of BMC Helix walks through why unmonitored AI agent loops and repeated context re-sends are driving the overrun, and lays out how intelligent model routing can cut inference costs while keeping most of the quality frontier models deliver.
Illustrated boardroom argument over a renewal decision representing the difficulty of changing ITSM platforms

How Hard Is It to Change Your ITSM Platform?

A renewal quote arrives and the board asks whether it is time to switch ITSM platforms. Incumbents call migration too risky, challengers call it painless, and neither answer is worth trusting. Drawing on churn poll data and five factors, from data and integrations to change management and contract terms, this article sets out where the real difficulty sits and how to avoid ending up back where you started.
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