Automation & AI Articles

AI Success in ITSM Use Cases

Posted by Sophie Danby
on March 30, 2021

We asked ten ITSM industry authorities for their view on the guidance and help organizations need for succeeding with the adoption of AI-enabled capabilities. This is what they said.

How AI Will Impact ITSM in the Next Few Years

Posted by John Custy
on March 25, 2021

What do organizations need to be doing to ensure that they use AI to their best advantage? This article by John Custy seeks to answer this, as well as other key questions that you and your colleagues might have related to AI, machine learning, and ITSM.

Viewing AIOps Through a Business Lens

Posted by Stephen Mann
on March 18, 2021

Looking to improve how your technology-based services are designed, created, delivered, supported, and improved? One opportunity is to leverage AIOps capabilities. But how? This article explores and offers up three tips.

AI Adoption in ITSM

Posted by Stephen Mann
on March 9, 2021

To help industry understanding around the adoption of AI-enabled capabilities, we’re running a quick, anonymous three-question survey that seeks to provide readers with a snapshot of where the industry is. Can you please help?

Want the 2020 Gartner ITSM Magic Quadrant for Free?

Posted by Sophie Danby
on February 18, 2021

Here we’ve rounded up a list of seven of the most recent analyst reports for ITSM that are free-to-access via ITSM tool vendors. This includes the latest Gartner Magic Quadrant and Critical Capabilities reports. Get them all here.

The 5 Hottest ITSM Trends and Topics for 2021

Posted by Sophie Danby
on January 28, 2021

This article reports back on the results of our latest content poll, which asked respondents to choose the five ITSM topics they most need help with in 2021. We also look at how things have changed versus 2020. Get the results here.

41 Pieces of Practical Advice for IT Leaders

Posted by Sophie Danby
on December 17, 2020

Here, 41 ITSM and IT management industry authorities provide what they believe to be practical advice for IT leaders to help them succeed in 2021 and beyond. The responses are interesting and varied, so please take a look.

What IT Service Desks Need to Do Now

Posted by Patrick Bolger
on December 10, 2020

This article by Patrick Bolger delves into four key steps for IT service desks to take to help drive their organizations out of the global pandemic and into a better 2021.

IT Service Desk Trends for 2021

Posted by Liliana Gary
on December 8, 2020

It was great to see that many IT service desks were a vital part of organizational resilience during 2020. But what happens next as we enter 2021? Here are 4 predictions.

Which ITSM Topics Will Interest You Most in 2021?

Posted by Sophie Danby
on November 30, 2020

Which ITSM topics would you like to see us writing content on in 2021? Please share with us which topics would interest you most by taking our quick poll. Your answers will help drive our content schedule in the year ahead.

2021 ITSM Trends

Posted by Sophie Danby
on October 29, 2020

How will ITSM, or service management per se, need to change in 2021? Or perhaps how it will be forced to change to reflect the radically different world that we now live and work in?

Look Beyond Self-Service. Here Comes Self-Servicing

Posted by Ian Aitchison
on September 11, 2020

In the future you should not expect your end users to come to you. The best support experience is going to be the one that’s immediate, silent, invisible, and doesn’t impact the individual.

Self-Healing IT: What Is It and Why Does It Matter?

Posted by Abhishek Bhattacharya
on August 4, 2020

Like self-driving cars, self-healing IT is already here and it’s going to stay whether you like it or not. Please read this article to find out more about what it is, how it works, and why it matters to your organization.

ITSM in the New Normal – a Crowdsourced Perspective

Posted by Sophie Danby
on July 9, 2020

So much has changed with the COVID-19 pandemic and it’s important for IT organizations to realize that IT service delivery and support will likely never be the same. With that in mind, here 22 ITSM-ers share their thoughts and opinions on what ITSM will look like in this ‘new normal’.

How COVID-19 Will Change ITSM – a Crowdsourced Perspective

Posted by Sophie Danby
on April 23, 2020

In difficult times, while there needs to be attention on the firefighting at hand, it’s also good to look to the future. So, in this article we asked 36 people from all walks of ITSM to share their thoughts and opinions on how COVID-19 is going to impact the future of ITSM.

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