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Using AI for Incident Management is one of the most popular applications of predictive analytics and automation in ITSM. A recent study found that adoption of AI-assisted incident...
An ITSM maturity model is a practical framework for measuring where your Service Management stands across people, processes, technology, and governance, then turning that baseline...
<p class="wp-block-paragraph">A year ago I wrote about integrating generative AI into ITSM workflows. Back then, &#8220;integration&#8221; mostly meant a ch...
InvGate Service Management has been mentioned in IDC's Perspective AI Agents in IT Service Management (February 2026), which examines how AI agents are reshaping the ITSM market.
Over the past year, I've been rebuilding parts of an incident response stack for a client, and the biggest surprise wasn't the AI features themselves. It was how much of the underl...
InvGate AI Hub consists of a series of features that enable artificial intelligence for IT teams.
At the service desks that HCTec runs for health care institutions, AI is transforming the healthcare IT service desk from a reactive support function into a strategic source of ope...
Artificial intelligence has transformed customer relationship management from a record-keeping function into a data-driven decision support system. Across utilities, high-tech manu...
An AI knowledge base can change how an organization creates, maintains, and delivers knowledge. AI can help turn support interactions and existing information into useful content,...
In Part 1, I walked through how AI is changing incident response, from correlation engines like BigPanda and PagerDuty's AIOps features to a newer category of dedicated AI SRE agen...
A knowledge base is only as useful as it is current, and keeping it current has always been the hard part. Knowledge stays trapped inside resolved tickets, documentation falls behi...
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PeopleCert released ITIL Version 5 on February 12, 2026, following its 2021 acquisition of AXELOS, and about 60% of its content is new or changed from ITIL 4. That gives IT teams a...
For years, AI helped security teams detect threats faster while humans remained responsible for taking action. Agentic AI changes that model. Today’s tools can isolate endpoints, d...
Apica today added an artificial intelligence (AI) agent and Model Context Protocol (MCP) server to version 3.0 of its Ascent platform for managing telemetry data pipelines. Andi Ma...
Serval is making Catalyst, its AI agent for building enterprise automations, generally available Thursday and enabling it by default for customers — allowing teams of AI agents to...
AI agents are quickly moving from demos into engineering workflows. For site reliability engineering teams, the appeal is obvious: an agent that can read alerts, inspect dashboards...
Beyond revenue, AI and GenAI are improving IT service delivery efficiency by automating routine tasks
Every help desk relies on clearly defined roles and responsibilities. Clear ownership helps teams resolve issues efficiently, avoid duplicated work, and maintain consistent service...
Источник: Компьютерра - Журнал о науке и технологиях SimpleOne (направление прикладных бизнес-систем корпорации ITG) выпустила ITSM 2.0.0. Продукт получил значительное обновление...
AI adoption continues to accelerate across enterprise operations, with recent research by Qualtrics showing that three out of four companies regularly used AI for at least one busi...
Healthcare institutions operate in a highly complex, technology-driven environment. Their IT departments are central to how care is delivered, and they’re growing fast. In fact, he...
Almost all field service organizations use AI, and revenue gains in key areas offer insights for professionals in other business functions.
AI in SRE is real for toil and oversold as autopilot. What DORA and SRE data actually show, what's changing, and what stays human.
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