Daily Archives: February 18, 2019

ITIL 4 Points to the Need for More AI and Automation in ITSM

It can’t have escaped your attention that an updated version of ITIL – ITIL 4 – is coming. Well, to be more precise – it’s already here, with the first publication “ITIL Foundation, ITIL 4 edition” released on the 18th February ahead of the formal ITIL 4 launch on the 28th February 2019. People will,…

What IT Service Desk Managers Need to Know About AI

No matter where you looked, IT-media-wise, in 2018, there was probably some mention of artificial intelligence (AI). It might have been related to how AI is going to cure all of your IT service delivery and support ills. Or, nearly as likely, it shared a vision of AI taking jobs and leading us all toward…