This article discusses the importance of setting realistic expectations for Generative AI in IT support, drawing parallels to past AI developments and emphasizing the enduring value of human connection in service delivery.
Date Published September 3, 2024 - Last Updated January 7, 2025
Artificial intelligence (AI) is revolutionizing the contact center and IT service desk sectors, yet many organizations are just beginning to navigate this transformative journey. While AI promises enhanced workforce efficiency and improved customer value, achieving full integration and maturity...
Date Published August 26, 2024 - Last Updated January 7, 2025
Generative AI: Psychotherapy, Shia LaBeouf, Disney Princesses & A Leaders Guide to Hope (PART II)
Rocky McGuire
In part one of this series, we discussed what leaders are facing when it comes to Generative AI. Looking at the IT support landscape related to Generative AI — there are two...
Date Published August 26, 2024 - Last Updated January 7, 2025
Generative AI: Psychotherapy, Shia LaBeouf, Disney Princesses & A Leaders Guide To Hope (PART I)
Date Published April 4, 2024 - Last Updated January 7, 2025
Resistance to Resilience: Overcoming Cultural Roadblocks When Implementing AI
Date Published April 4, 2024 - Last Updated January 7, 2025
Mobilizing IT Support for Deskless Workers
Date Published March 15, 2024 - Last Updated January 7, 2025
In today's scenario, where customers expect agile and seamless service delivery, traditional hierarchical structures with isolated teams are fast becoming obsolete. Let's break down these silos!
Date Published January 17, 2024 - Last Updated January 7, 2025
With input from our community, we celebrate those who have done great work to build the collective knowledge base of the technical support and service management profession.
Date Published January 11, 2024 - Last Updated January 7, 2025
A successful organizational culture is built upon a combination of factors that collectively shape the values, behaviors, and practices within a company. Here are some suggestions for building a winning culture.
Date Published December 12, 2023 - Last Updated December 12, 2023
While the world is focused on ChatGPT and other automated research/writing applications, most ITSM tools already offer capabilities to support applications for IT support. Read on to learn about three things you can do with AI today.
Date Published December 1, 2023 - Last Updated November 29, 2023