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Forget watermelon SLAs, you need XLAs
What Exactly Are XLAs and How Do You Use Them?

Yes you should aim to solve tickets as quickly as possible, but there’s more to it than that. Meeting an SLA doesn’t guarantee that the customer is happy. You need to put the emphasis on customer experience. You need XLAs, and here’s why.

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using Machine learning
Machine Learning and The Third Way of Work

Technologies such as AI, machine learning, and natural language processing have finally reached a point where they can provide value to an organization. This article shows you how, specifically looking at IT incident categorization and assignment.

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Staying relevant in IT
What’s “Being Relevant” in IT?

IT isn’t about adding in new technology or automating processes with the latest gadgets and gizmos or buzzword solutions. It’s about facilitating more business value. So how should IT organizations focus on and demonstrate the business value they deliver?

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