There’s no question that introducing AI capabilities can have a dramatic impact on IT Service Management (ITSM). Done well, AI adoption will free up ITSM professionals to do the work for which humans are uniquely qualified, like critical thinking, contextual
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A few years ago, I thought that we had finally moved beyond the conversation of “business-IT alignment”. I thought that business processes and technology had finally become integrated; if not integrated, then at least the boundary between business processes
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In her book[i], Dr. Kavita Ganesan suggests that any AI adoption be evaluated using three pillars: Model success – Is the AI model performing at an acceptable level in development and production? (In other words, the model performs at the
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Why are AI assistants given human-like names? Apple provides Siri[i]. Amazon has Alexa[ii]. Samsung features Bixby[iii]. And there are literally dozens of other examples, in use both publicly and privately. The attribution of human characteristics to non-human entities is known
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AI-enabled technologies have captured the imagination of every organization. Organizations (both solution providers and buyers) are rushing to jump on the wave of adopting and integrating AI. Indeed, AI-enabled technologies have already found their way into IT support. An AI-enabled
Read MoreEmployees expect a personalized experience in their use of technology at work. This is due to the proliferation of technology in our personal lives. Think about how employees interact with technology at home. When they wake up, they ask Alexa
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