#itsm

Over two years we automated roughly seventy percent of one team's routine volume: account...

We state availability as a percentage of a year, which is a convenient unit and a slightly dishonest...

Our change policy still names a standard maintenance window: Sunday, two until six in the morning. It...

The portal was good work. A catalogue of the things people asked us for constantly, each one wired to...

Our severity definitions were written down and everybody had read them. Severity one meant complete...

A firewall review last month turned up a host that was quietly handling around two hundred requests a...

Sooner or later every Assets (formerly Insight) admin needs the whole CMDB out: an auditor wants the...

As IT teams grow, service management environments often become more complex. More users, services,...

The technology industry in 2026 is expected to continue focusing on automation, artificial...

In 2026, IT departments are no longer treated simply as back-office cost centers—they are direct...

AI service desk ticket deflection in 2026 pays off twice: it moves routine work off the expensive assisted channel and it lets you drop the six figure ServiceNow contract with its AI assistant priced

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