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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...
IT environments are growing faster than most teams can manage manually. AI-enabled IT Asset Management (ITAM) has emerged as a practical response to this reality: a way to amplify...
When AI knows how to resolve a ticket, teams still need a way to decide how much it can do on its own. Today, that often means choosing between keeping a human in charge of every a...
Marvin Ondong, Head of IT Operations, CCI Global (Kenya) discusses real-world insights with ISJ that highlight how AI and automation are helping IT teams manage scale, improve visi...
AI prompts for IT Asset Management (ITAM) are the questions and instructions IT teams type into an AI assistant to get answers from their asset inventory. They're searched by IT as...
AI is moving into IT operations faster than most teams can govern it, and Gartner made that tension the center of its IT Symposium/Xpo 2026 keynote. Below, we go through the keynot...
An AI agent and digital certificate inventory is a record of every AI agent and digital certificate an organization runs, with what each one does, who owns it, what it connects to...
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...
Discover how AI is revolutionizing the Service Desk. Learn to automate tickets, improve CX, and choose the best AI tools for your IT team. The post Transforming the Service Desk wi...
AI agents for Microsoft Teams can help employees resolve IT and HR requests, find information across company systems, summarize meetings, and automate routine tasks without leaving...
An AI agent inventory is the record of every AI agent running in an organization: what each one is, where it runs, who owns it and what it is connected to. IT and security teams bu...
This article will explore how AI-powered ticketing systems can enhance efficiency, improve issue resolution times, and elevate customer satisfaction.
Marc Andreessen famously said, “software will eat the world.” Now it’s AI’s turn to eat software. It’s true. No matter who you’re talking to or what kind of conference you’re at, A...
Gartner forecasts that task-specific AI agents will be integrated into 40% of enterprise applications by the end of the year. That’s up from less than 5%. The systems meant to cata...
A certification many managed service providers (MSPs) use to validate their IT service practices now covers AI-enabled services, privileged identities, and third-party providers. T...
IT Service Management (ITSM) has become integral to the success of many organizations. It allows businesses to streamline processes, enhance self-service options and customer satis...
Your IT environment generates data constantly from monitoring alerts, endpoint telemetry, screenshots, service tickets, chat logs, VoIP transcripts, and video feeds. Most platforms...
Manufacturing organizations should evaluate ITSM software based on how well it supports service delivery across facilities, teams, and operational systems. Key considerations inclu...
ServiceNow® is a leading IT Service Management (ITSM) platform designed for complex, global organizations. While it's a powerful solution for enterprise-level operations, many comp...
A recent survey of 112 U.S.-based IT leaders at global enterprises suggests contract renewal discussions with global systems integrators (GSIs) may become more challenging. Market...
If you are searching for a Freshworks alternative, you need to compare IT Service Management (ITSM) platforms based on features, pricing, customization, and how well they fit your...
[…] defaults to extend coverage across additional employee touchpoints. The virtual agent also supports all major languages, dynamically translating content from existing knowledge...
Your IT environment generates thousands of monitoring events, patching tasks, service requests, and remediation actions every day. But it is not just your environment that is busy....
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