As Bond said to Q: “Slack me the WEP code before this router detonates.”

Neva announces investment from Slack Fund to deliver exceptional IT self-service experiences with AI-driven automation and conversational virtual agents There’s that great scene in GoldenEye when James Bond and Natalya outwit Boris using the exploding pen to escape Cuba. Lesson? Great partners and great tools dramatically increase the odds of survival when going boldly where[…]

Failure to launch: IT, we have a (self-service) problem!

While modern self-service is working for consumers, IT self-service portals are stuck on the launch pad. However, IT delivering out of this world service to its customers is a mission that’s far too important to abort. Instead we must conduct an honest assessment of our current state and chart a new path forward. In my[…]

Change with purpose: why I decided to join Neva

New path, same mission Prior to joining Neva, I held the position of lead analyst for IDC’s Client Virtualization and IT Service Management Software research practice. In that role, I had the opportunity and privilege to consult with countless IT leaders within some of the world’s largest enterprises as well as small to medium sized[…]

What does ITSM have in common with the TacoBot? Listen and learn.

I sat down with ITSM and AI IDC analyst Rob Young at Knowledge17 for a discussion about the future of AI-driven automation in IT. We discussed how AI is being used today, the business benefits of virtual_agents and AI-driven recommendations for live agents, and how AI is (and isn’t) changing the role of humans in IT. At the end of 30 minutes, we[…]

Human? In IT? Here’s how to be relevant in 2020.

Self-proclaimed futurist (and Googler) Ray Kurzweil says we’re rapidly approaching the convergence of carbon and silicon-based life forms. He and hordes of Kurzweilians call their philosophy “the singularity” (a term first coined by John von Neumann in the 1950s), teach it in faux-universities, and tweet about it (incessantly). Elon Musk is popularizing Kurzweil’s ideas with his[…]

Neva’s a certified app in the ServiceNow Store: so what?

I’m proud to announce the Neva AI platform is now a certified app in the ServiceNow Store. Who cares? We told our moms. They care a lot. It should mean even more to you. Here’s why… I worked at ServiceNow long enough to know why the company was called Glidesoft, why zBoot will forever be one of the greatest[…]