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The Dirty Secret of AI in ITSM: Why Bad Data Wins Every Time
AI promises to transform IT service management (ITSM): faster resolutions, automated service desks, and the ability to catch problems before they happen. Yet many AI...
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The productivity plateau: Why efficiency gains no longer differentiate
Across industries, AI has already delivered measurable operational gains. Workflows have been automated. Processes have accelerated. Teams have improved efficiency and reduced costs. Early AI...
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An IT tech leader’s guide through the agentic pivot
This year’s IDC FutureScape centers on a global shift taking place across the technology industry: the agentic pivot. Over the next few years, agentic AI is expected...
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IT services shake-up: Thriving in the age of agentic AI
As an industry analyst, I’ve had a front-row seat to the dramatic changes sweeping through the IT services sector. Recently, I reviewed the changes at...
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