Oded Moshe

Preparing IT Staff for AI Use

While there’s much IT service management (ITSM) focus on the technical skills required to introduce artificial intelligence (AI)-based capabilities, there’s also a need to ensure that people (both IT staff and the people they serve) are suitably educated and potentially trained to fully benefit from the new capabilities. This need is encapsulated within the use...

How Does AI in ITSM Enhance Service Management?

There’s a lot of media hype around artificial intelligence (AI), especially on the back of the buzz created by generative AI tools such as ChatGPT. However, this hype shouldn’t overshadow the AI-enabled capabilities already added to IT service management (ITSM) tools, including the use of generative AI. Especially the capabilities that improve ITSM process efficiency...

Considering Generative AI for ITSM? Here’s What You Need to Know

In the world of IT service management (ITSM), people are often keen to understand and potentially try out new technologies. Hopefully, in the context of their business application and the benefits this brings. So what about using generative artificial intelligence (generative AI) for ITSM? It might be that it’s still on your to-do list, with...

2024 ITSM Trends – “Do Existing Things Better”

As 2024 rapidly approaches, it’s worth considering what will change in the IT service management (ITSM) industry next year, i.e., the 2024 ITSM trends. In some ways, there’s “much of the same,” but there’s a need to finally address some long-known needs. As covered in our 2023 ITSM trends blog, value demonstration, people focus, and...

The Future of ITSM is AI: And It’s Already Here

Artificial intelligence (AI) in IT service management (ITSM) has long been touted as the future of ITSM and the future of IT service delivery and support. It’s an unavoidable future, thanks to the benefits AI-enabled capabilities bring to ITSM and the ever-increasing challenges the corporate IT organization faces. However, all the talk of AI as...

Measuring Success in IT

It’s an issue nearly as old as corporate IT itself. How should an IT organization measure its success? Many IT metrics and key performance indicators have been branded as “industry best practices” over the last three decades. For example, the wealth of IT service desk metrics contained within the ITIL body of service management best...

SysAid 15.2: Your Voice, Your Service Desk

I have a confession to make: for me, the most exciting times, in the realm of my job, which I have the privilege to take part in, are the official releases of SysAid Help Desk Software. Even today, after orchestrating over a dozen On-Premise official releases, I still get the same excitement and butterflies in...

Practical Business Use Cases for ESM

While enterprise service management is frequently described as the extension of IT service management (ITSM) capabilities to other business function departments to help improve their operations, services, experiences, and outcomes, the reality is that the shared capabilities are often related to the IT service desk and its service and support capabilities. There’s more insight on...

IT Self-Service: Crash, Burn, and Comeback with GenAI

IT self-service has always been the go-to for overworked service desks looking to better serve end-users. But let’s be honest, the last decade hasn’t exactly been smooth sailing. Despite shiny new tech, users weren’t thrilled. Adoption rates? Low. Satisfaction? Even lower. Back in 2017, a telling stat showed that less than 12% of organizations felt...

What Are the First 3 Steps You Need to Take to Successfully Migrate Your Organization to Cloud?

You can’t escape the fact that IT systems – both software and hardware – tend to get out of date and require high maintenance costs very fast. You can invest hundreds of thousands of dollars in a large project and just three years later you will have to re-invest the same amount over again. This...

Transform Your Service Desk with a GenAI Chatbot for Agents

Much has been written about the opportunities of generative AI (GenAI) chatbots in an end-user context. Where the GenAI capabilities finally turn IT self-service capabilities into a service that meets end-user expectations. However, it’s essential not to overlook the opportunities to transform your IT service desk, and not just your IT self-service capabilities, with generative...

7 Key Steps for When Your IT Service Desk is Struggling  

It’s not uncommon for IT service desks to be under pressure. Working in IT has always been fast-paced and challenging for people, but the increased business and employee expectations have impacted workloads and collective stress levels. Sadly, this isn’t going to go away. For example, ITSM.tools survey data found that 88% of people think working...

Panel Discussion: The Impact of AI in Service Management

Join us for this insightful webinar and discover how Gen AI within Microsoft Teams can revolutionize the service experiences you provide.

Revolutionize IT Service with Gen AI in Teams

Join us for this insightful webinar and discover how Gen AI within Microsoft Teams can revolutionize the service experiences you provide.

Product Roundup LIVE

Gain a 360° view look at next-generation AI features and more in our Product Roundup webinar

Gen AI Strategies for Superior Service Management

Discover firsthand how generative AI can take your service management to new heights.

Turbocharge 2024 with AI unveiling SysAid Copilot

Unleash AI-powered ITSM productivity in 2024

IT Onboarding Checklist

What’s the difference between a Help Desk and a Service Desk?

SMART’23 | It’s All About Experience: How Generative AI Transforms Service Management

SMART’23 | Bringing IT All Together With One Integrated Service Desk

SMART’23 | Liberation: Putting AI to Work for Your Organization and Your People

SMART’23 | Case Study: A New Approach to IT Service in an Old City

SMART’23 | Case Study: Breaking Down Silos for Holistic Service Management