As technology advances and automation finds its way into multiple aspects of both business and personal life, many organizations now need to undergo continual digital transformation with artificial intelligence (AI) at the forefront. From predictive analytics to intelligent chatbots, AI is being...

Many change management efforts begin with good intentions but produce poor results. As frustration builds after an unsuccessful change attempt, the change beneficiaries face the painful question: What happened? There are many potential reasons for poor results from a large-scale change effort....

There is currently a lot of interest in artificial intelligence (AI) use cases for IT service management (ITSM), but how much AI adoption has there been in ITSM to date? Lets take a dive to the current global metrics on AI/ITSM adoption.

There are a variety of approaches to creating the knowledge, skills, practices and processes for each of these areas. Training and development forms part of this picture and ITIL addresses both the organizational and individual demands: ITIL Foundation level helps professionals to understand how...

When considering the benefits of AI, it is important to understand that it helps with both insights and actions, meaning that the generic benefits of traditional automation also apply to what might be considered intelligent automation. In many ways, AI amplifies the benefits of traditional...