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Machine Learning (ML) makes a broad set of AI-driven scenarios possible—beyond the generic capabilities of Generative AI. By applying proprietary...
Quantifying the value of AI in ITSM is easier than you think. Hornbill Service Manager includes a unique AI Value Dashboard—giving you a clear view...
Shadow AI is the use of unsanctioned and deliberately hidden use of AI within an organization. Like “shadow IT” (employees using unauthorized...
Infusing AI power into ITSM is transforming the way interactions and ITSM operations happen – driving new experiences for service consumers and...
The infusion of AI into Hornbill Service Manager is an opportunity for us to deliver game-changing value to customers by automating a broad range...
Service experience isn’t about what is delivered. It’s about how. The outcome is important, but customers and employees want convenience, speed,...
Looking after the IT people you already have is the best way to solve the IT skills shortage.
The UK's biggest Service Desk and ITSM show is done and dusted for another year. As ever, this year's SITS event at London Excel was buzzing. There...
What is hyperautomation? And what does it mean to ITSM? Hyperautomation means automation that goes above and beyond current, individual technology...
AI-powered agent tools are changing how a service desk agent’s day looks and feels - disrupting the agent experience by augmenting and...
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