AI-driven automation: the future of ITSM   

In my career as an industry analyst, I would frequently field inquiries from large software vendors, service providers and enterprises asking questions such as, “are enterprises going to adopt the cloud?” and “should we support mobility?”. Unfortunately, these questions were often being asked too late, as many of these organizations were already being profoundly disrupted[…]

Three common practices that help IT earn employee trust

  Companies are relying on modern technologies to transform the way they build products, manage supply chains, and customer relationships. IDC expects that 2/3 of all CEOs will include Digital Transformation (DX) in their biz core strategy this year. As enterprises digitally transform business processes, IT must also evolve ITSM technologies and best practices. Leveraging manual workflows[…]

Applied vs. Generalized Artificial Intelligence: what’s the difference and why it matters for enterprise IT

There is no shortage of AI related news making headlines. While some is about the rise of evil robots, others envision a post-work world where AI renders human workers obsolete. These futuristic stories are entertaining, however they can make it difficult to rationalize the current state of AI and the ways it can add real value[…]

Shift left: empowerment as-a-service part 2 AI-driven automation

In part 1 “Shift left: empowerment as-a-service”, we looked at the ability of shift left to bring IT services closer to employees via lower touch, lower cost delivery channels. Deciding to implement shift left is only the first step. So, what’s the next step in creating an empowered IT service organization? Incorporating AI-based automation into[…]

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[…]

Five AI and machine learning predictions for 2017

Lao Tzu, 6th century Chinese philosopher, spoke truth that should dissuade me from what I’m about to share: “Those who have knowledge, don’t predict. Those who predict, don’t have knowledge.” Nils Bohr, Nobel Prize-winning Physicist, dogpiled: “Prediction is very difficult, especially if it’s about the future.

Alas, I am foolhardy. I swim with sharks. I poke sleeping bears. I also share the fascination of many tech blowhards with forecasting what’s ahead. Forthwith, here’s what will happen in artificial intelligence and machine learning in the enterprise in 2017.