Posts by Karen Chisholm

Kaleo Changes the Very Nature of IT Self-Help

Kaleo ServiceNow Integration

Machine learning extracts questions and answers from closed tickets and knowledge repositories in ServiceNow Kaleo Software today announced the immediate availability of Kaleo for IT, fully integrated into ServiceNow. By automatically discovering question trends hidden in closed tickets and matching those up with answers extracted from knowledge articles and documents, Kaleo deflects IT service desk…

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8 Ways Self-Service Success Adversely Impacts Service Desks

By Stephen Mann, guest blogger from ITSM.tools Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals. Corporate IT self-service success stories are thankfully more common…

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7 Key ITSM Use Cases for Machine Learning

By Stephen Mann, guest blogger from ITSM.tools Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals. The world of IT service management (ITSM) is changing…

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6 Tips for Winning with Self-Service

By Stephen Mann, guest blogger from ITSM.tools Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals. As outlined in my previous blog – “Consumerization is…

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Consumerization Is Changing Corporate IT Support Forever, But What Are You Doing About It?

By Stephen Mann, guest blogger from ITSM.tools Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals. Believe it or not, the “consumerization of IT” has…

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Kaleo launches Kaleo for IT to disrupt the mediocre experience of IT Self-Service

Kaleo Software is excited to announce the availability of Kaleo for IT – allowing IT organizations to finally deliver on the promise of self-service with fast, bite-sized answers that customers will actually use. Using a unique combination of machine learning algorithms and natural language processing, Kaleo for IT extracts the valuable information locked in closed…

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Why Self-service is the Future of IT Operations

It’s hard to imagine life before self-service. Grocery stores, gas stations, banks, restaurants, movie theaters, and many other businesses have adopted self-service for some time now, and many other industries are headed that way. It didn’t all happen at once. Prior to the shift to self-service, many businesses were skeptical about adopting a new business…

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Why Effective Internal Communication is Critical to a Successful Application Rollout

Whether it’s ERP, CRM, HRIS, content management, or some other platform or application, you expect it to significantly improve employee productivity and corporate operations. The specs look great and you expect no problems integrating your shiny new tech into the rest of your corporate infrastructure. But have you considered the most critical component of your…

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How Kaleo Scales Organizational Knowledge from 1:1 to 1:Many

Managers focused on training, onboarding, and ongoing operations know that deploying new software and supporting users on existing systems and processes is an expensive and often inefficient proposition. Users take the path of least resistance when they have questions, contacting experts directly through social media, “hallway drive-bys” or calling the help desk. Any answers they…

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