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How AI for ITSM Will Revolutionize the Workplace (and How It Won’t)

Date: June 19, 2024
Author: Zak Cole

There is good reason to believe AI for ITSM will be a game-changer.  With modern organizations so reliant on IT—and, by extension, ITSM—it stands to reason that improvements to ITSM technology and related processes will positively impact how organizations operate.  By introducing AI into ITSM, AI Service Management – or “AISM” – can help organizations…

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AISM Explained

A Guide to AI Service Management (AISM)

Date: June 12, 2024
Author: Zak Cole

Increasingly, organizations are seeking to take advantage of artificial intelligence (AI) and machine learning (ML) in their ITSM initiatives, in an approach dubbed “AI Service Management” (AISM). But what is AISM? What are its benefits? And how can organizations take advantage of AISM? Table of contents: What is AI Service Management (AISM)? AI Service Management…

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API Integration for ITSM Explained

API Integration for ITSM Explained

Date: June 5, 2024
Author: Zak Cole

While there is debate about the efficacy of API integration, there is no debating its rate of adoption.  Over time, API integration has become a familiar feature of modern, digital, and data-driven organizations. APIs are commonly used when integrating ITSM solutions such as ServiceNow. But what is API integration? What’s behind its adoption? And is…

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ML in ITSM

ML in ITSM: The Machine Learning Use Cases Revolutionizing ITSM

Date: May 29, 2024
Author: Zak Cole

Increasingly, organizations are utilizing ML in ITSM, with ITSM solution providers such as ServiceNow providing in-built ML capabilities on their platforms. However, organizations that want to take full advantage of ML in ITSM are replicating and extracting ITSM data to feed into purpose-built ML solutions. This post explores the potential benefits of applying machine learning…

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The Benefits of AI in ITSM

The Benefits of AI in ITSM (and the Challenges)

Date: May 22, 2024
Author: Zak Cole

Many organizations are quickly recognising the potential of AI in ITSM.  ITSM solutions like ServiceNow are a rich source of data and much of that data can be used to optimize processes related to ITSM. The ITSM providers themselves understand this, and are increasingly offering AI capabilities through their platforms. However, due to the broad…

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A Guide to IT Service Desk Integrations and ServiceNow

A Guide to IT Service Desk Integrations and ServiceNow

Date: April 24, 2024
Author: Zak Cole

IT Service Desk integrations connect the employees and solutions involved in IT support to other relevant areas of the organization. Integrating the IT service desk with the wider enterprise is becoming increasingly necessary as organizations evolve their multi-tier IT infrastructure with new solutions, applications, and systems. Such sophisticated IT ecosystems demand integrated workflows that connect…

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ServiceNow Integration Use Cases that Improve Operations, Alignment and More

Date: April 10, 2024
Author: Zak Cole

To get the most value out of ServiceNow, a number of ServiceNow integration use cases should be pursued to encourage greater alignment between IT and the rest of the organization. Such ServiceNow integrations are essential in optimizing processes, improve employee productivity, and deliver maximum value to customers. This blog highlights the top 5 ServiceNow integration…

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Replicating ServiceNow Data in a Data Lake A Guide

Replicating ServiceNow Data in a Data Lake: A Guide

Date: March 20, 2024
Author: Zak Cole

Replicating ServiceNow data in a data lake is a common use case for ServiceNow integrations. As ServiceNow is essentially a data silo, accessible only to licensed users, data lakes help organizations democratize access to its valuable data and insight, and more. In a data lake, ServiceNow data can be combined with data from other sources…

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What is a Citizen Integrator

What is a Citizen Integrator? | Citizen Integrators and ServiceNow

Date: March 4, 2024
Author: Zak Cole

As the technology employed by modern organizations increases in scope and complexity, making use of citizen integrators is one way to make better use of internal resources.  Low-code/no-code platforms such as ServiceNow are common targets for citizen integration, as organizations seek to extend similar low-code/no-code benefits to the way they connect systems. However, relying on…

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Integrating ServiceNow Data with a Data Lake or Data Warehouse

Integrating ServiceNow with a Data Lake or Data Warehouse

Date: February 20, 2024
Author: Zak Cole

Data lakes and data warehouses are data storage solutions that are often integration targets for ServiceNow. In this post, we address the differences between data lakes and warehouses, to help ServiceNow users make informed decisions as to what to integrate their ServiceNow data with. What Data Lakes and Data Warehouses Have In Common Data lakes…

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