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Artificial Intelligence: Agentification – The Benefits of AI Agents Doing (Some of) Your Work
As artificial intelligence (AI) capabilities evolve, the IT service management (ITSM) opportunities shift from isolated use cases, such as virtual agents, to more holistic and transformative use cases. This has been termed “Agentification,” with the term “Agentic AI” also in vogue. In the context of ITSM, particularly within IT service desk operations, Agentification is a […]
IT Service Management: How AI Will Influence Core ITSM Capabilities
Most blogs on artificial intelligence (AI) in IT service management (ITSM) focus on the technology itself, such as the various AI “flavors,” AI algorithms and Large Language Models (LLMs), AI platforms, and APIs. However, to truly understand AI’s impact on the status quo of IT operations, IT professionals must look at AI adoption through a […]
Artificial Intelligence: What’s the Difference between Automation and AI?
You might hear people using the terms “automation” and “artificial intelligence (AI)” interchangeably, but the two technologies are very different. While both will improve your IT organization’s services, operations, experiences, and outcomes, any IT service management (ITSM) professional looking to benefit from the technological advances being made in ITSM tools must understand the differences between […]
ServiceTeam ITSM: What’s Next After System Center Service Manager? 9 Reasons to Choose ServiceTeam ITSM
As the sun slowly sets on Microsoft’s System Center Service Manager (SCSM), it’s crucial that organizations take this opportunity to not only find an ITSM solution but select the right solution that will carry them into the future. ServiceTeam ITSM is not just another ITSM product; it’s a modern, AI-infused powerhouse that leverages the Microsoft […]
Artificial Intelligence: The Human Touch in AI Adoption – Why Bots Can’t Fully Replace IT Service Desk Agents
Since the opportunities of artificial intelligence (AI) use in IT service management (ITSM) first became an industry trend almost a decade ago, people have wondered whether AI-enabled capabilities would be job killers. Much of the early AI coverage explained that AI capabilities wouldn’t replace people. Instead, AI would pick up mundane and repetitive tasks, freeing […]
ServiceTeam ITSM: Mat’s Top Tips to Manage and Accelerate Resolutions in ServiceTeam ITSM
In my 30+ years of managing support teams, I’ve learned that no matter how good your ITSM is the real challenge is how your team is using a product – part of that age old mix of people, process and technology. The effectiveness of your support team hinges on how well agents and team leads […]