Mind the Gap: Why Data and Organisational Readiness Determine AI Success in Service Management By Darren Rose, Service Transformation Partner, FSP AI is arriving in IT service management at speed (it’s already here in fact), and the pressure on teams to adopt AI is real. Vendors promise transformation through utilising their latest AI capabilities, leadership teams are asking difficult questionsContinue reading “AI in Service Management: Why Data & Readiness Matter”
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The Happiness Effect
How Joyful Service Desks Create Exceptional Experiences
Achieving Process Consistency for Effective IT Support
Process consistency is a challenge for many support organisations. It requires a number of elements to be in place to work effectively, which we will explore shortly. It also requires (to quote my favourite character from Harry Potter, Mad-Eye Moody) constant vigilance! Before we examine process consistency, we will share some practical tips, for context. Let’s explore the basics of Policy,Continue reading “Achieving Process Consistency for Effective IT Support”