Author: Criss Marshall

I’ve talked with several CIOs in the past couple of weeks who have speculated that there will be a second wave of COVID-19 in the fall that will again have a major impact on IT service desks. This week, the director of the Centers for Disease Control and Prevention warned that a second wave of…

With the COVID-19 pandemic, many organizations are making it mandatory for employees to work from home for an extended period of time. Yours might be one of them. And even though there might be a stated “end date,” it is unclear to everyone how long this will go on. Last week I attended a webinar…

A paradigm shift is defined as an important change that happens when the usual way of thinking about or doing something is replaced by a new and different way—because the original way wasn’t working. However, people and systems resist change, so paradigm shifts can take a very long time . . . unless the change…

A recent Pulse Report revealed that 62% of IT service management (ITSM) leaders are considering or actively pursuing AI projects to help reduce help desk call volume so they can divert CIO budget to strategic initiatives. That sounds great, but will they succeed? Not if they choose technology that is repackaging the same solution employees…

We’re in the midst of the holiday shopping frenzy that began with Black Friday, followed by Small Business Saturday, and then Cyber Monday. This year, online holiday shopping in the U.S. is expected to top $124 billion (according to Adobe Forecasts). With that much being spent, it’s interesting to look at what consumers are spending…

If you’re considering an AI solution for ITSM, there are a wide range of choices: Build your own app. Toolkits out there, such as IBM Watson, are great when you are looking to build something truly unique, such as self-driving cars. Given ITSM is a known science, building your own is probably not the most…