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IT Service Management: AI Doesn’t Replace Knowledge Management – It Demands It
You might think that the introduction of AI to IT support (and the wider ITSM and service management disciplines) creates a clean slate for your organization’s knowledge management initiatives. After all, generative AI (GenAI) can – through what seems like magic – provide answers to all manner of questions, offering up knowledge as needed. However, […]
ServiceTeam ITSM: ServiceTeam 3.0: The Next Evolution of Intelligent ITSM and ITAM
Today, we are proud to officially launch ServiceTeam ITSM 3.0. This release marks an important step forward for Provance and for the organizations we serve. It reflects a clear focus on the realities IT service teams are dealing with every day. Expectations are rising. Complexity continues to grow. And service teams are under constant pressure […]
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 […]