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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.
Illustration of IT workers at old computer terminals facing a large AI creature made of cash, representing uncontrolled AI software spend in asset management

Asset Management Teams Are Being Asked to Govern AI Spend They Can’t See

AI software is the fastest-growing cost in most IT estates, and most teams have no real view of it. The Flexera 2026 State of ITAM Report bears that out: AI tracking is now the field’s biggest challenge, wasted AI spend is climbing, and FinOps is closing in on territory IT asset management used to own. The piece runs through the findings that count for asset and service teams, and what to fix first.
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