Blog

Trash your wikis

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 are…

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enterprise chatbots user experience

Enterprise Chatbots: What We Know, and How We’ll Act

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, but…

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Kaleo ServiceNow Integration

Kaleo Changes the Very Nature of IT Self-Help

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…

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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…

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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…

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IT Self-Service Needs Automation to Deliver Real Benefits

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…

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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…

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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…

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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…

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Supporting Business Applications: Not an IT Support Issue Anymore

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 Design…

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