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Artificial Intelligence: The Skillsets IT Service Desk Agents and Managers Need in the Age of AI

When thinking about the skillsets that IT service desk agents and managers need in the context of introducing artificial intelligence (AI)-based capabilities, there’s likely a focus on the new skills these roles require. However, it’s important to appreciate that the necessary skills for the IT service desk agent and IT service desk manager roles are […]

ServiceTeam ITSM: Why and How your ITSM Capabilities Need to Change

If you know your ITIL history, you might think that IT service management capabilities have remained somewhat static over the last thirty years. However, there has been significant change over this period – with technology becoming an even more important corporate capability and ITSM capabilities changing to reflect this and the added complexity in IT […]

Artificial Intelligence: Microsoft Copilot: The AI and Automation Opportunity for ITSM

Nowadays, it isn’t easy to talk about IT service management (ITSM) without referencing artificial intelligence (AI). Even board-level conversations include AI thanks to the media hype and personal adoption success of generative AI capabilities such as ChatGPT. This is driving top-down interest and demand. However, the AI and automation opportunity for ITSM also ties in […]

IT Service Management: Why and Where ITSM Needs ITAM

The IT management capabilities of IT service management (ITSM) and IT asset management (ITAM) have long been treated as two separate disciplines, with ITSM and ITAM professionals perhaps living in two different “worlds.” It has been a strange situation for at least two decades, with one group looking after IT services and the other IT […]

IT Service Management: The Evolution and Benefits of ITSM Tools

If you want to learn more about what IT service management (ITSM) tools are, this blog offers a definition, shares a brief history of the evolution, and explains how they help organizations. Before finishing with the commonly offered ITSM tool capabilities, including the newer capabilities now found in modern ITSM tools. Please keep reading to […]

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