The hype cycle surrounding generative AI in IT Service Management (ITSM) has focused heavily on the promise of the autonomous service desk. The prevailing narrative suggests that if organizations simply feed enough historical tickets and knowledge base articles into a large language model, the machine will eventually outpace human agents in both speed and accuracy….
Over the past two decades, the global enterprise technology ecosystem has undergone a profound structural and operational transformation. Driven by the imperative to deliver highly available, hyper-scalable, and deeply resilient digital services, organizations have fundamentally reimagined their backend infrastructures. At the absolute core of this transformation has been the widespread adoption and maturation of Site…
About twenty minutes into our webinar on outcome-led service desk, my power went out. I came back online to report that my own digital employee experience had deteriorated considerably. It got a laugh, and it made the point better than any slide could have. The experience is the thing that happens to you. The ticket…
While DEX traditionally lived in the realm of End-User Computing (EUC) and IT support—focused on device health, software deployment, and helpdesk tickets—the increasing complexity of the modern workplace is forcing a shift. As companies rely more on distributed systems, cloud applications, and hybrid work models, the methods used to ensure employee productivity have had to…