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Posted by Chris Hill on June 15, 2017

Knowledge Management Pitfalls The shortcomings of Knowledge Management are key to Answer Management. Knowledge Management has been an enterprise pursuit for two decades. Its goal is to create a process for “capturing, distributing, and effectively using knowledge.”  The benefits... [ Read More ]

Posted by Chris Hill on June 1, 2017

Enterprise chatbots are coming. There will be winners and losers among adopters. Some will be suckered into half-functioning products that harm their IT brands, but not us. We understand artificial intelligence, and what today’s capabilities are. We’ll get there,... [ Read More ]

Posted by Karen Chisholm on May 5, 2017

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... [ Read More ]

Posted by Karen Chisholm on January 24, 2017

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... [ Read More ]

Posted by Karen Chisholm on January 17, 2017

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... [ Read More ]

Posted by Noelle Chisholm on January 10, 2017

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... [ Read More ]

Posted by Karen Chisholm on January 3, 2017

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... [ Read More ]

Posted by Karen Chisholm on December 27, 2016

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... [ Read More ]

Posted by Karen Chisholm on November 1, 2016

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... [ Read More ]

Posted by Chelsea Levengood on July 29, 2016

How many applications do you use at work? Most days I use twelve, let me list some of them for you: Email File sharing app Instant messenger app CRM Marketing Automation software Invoicing software Expense reimbursement software HR software... [ Read More ]
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