While many aspects of ITSM have changed over the years, incident management remains one of the most critical IT support […]

In my recent podcast, I was joined by ITSM expert Vawns Murphy from ITSM.Tools, and Dan Turchin, Neva co-founder. We discussed […]

This is a story about Maria. She works in a call center in the Philippines. Maria helps John Deere’s 60,000 […]

  The importance of IT’s role as a technology/business liaison has never been greater. Business leaders not only expect IT […]

Virtual agents: where’s the real value for IT? Virtual assistants like Siri, Alexa and Google Assistant are becoming mainstream for […]