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The New Role of the Service Desk Agent
Share What is the future service desk agent? Instead of fearing the future, it’s time to redefine the role. AI is disrupting almost every part of IT and the service desk is no exception. In fact, service desk agents may be more impacted by AI than any other part of IT. This has some service […]
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ITSM is More Than Just Numbers on a Spreadsheet
Share This article was inspired by Mel Kerner, whose insightful comments on a recent LinkedIn post of mine started my wheels turning about the heart of service delivery. Measuring and demonstrating the business value of IT is one of the biggest struggles for CIOs and IT leaders. There are thousands of articles, webinars, and commentary […]