IT / App Support

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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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 opportunities for IT service management professionals. Just offering up IT self-service technology, or capabilities, isn’t…

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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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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 software Sales software Project collaboration software Content management software The higher the level of specialization…

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Top 10 Reasons You Need Kaleo with SharePoint

If your organization uses SharePoint, chances are you’re not getting the most out of your investment. SharePoint is a powerful platform that allows you to do a lot of things, and if you have already bought into the Microsoft ecosystem of apps, you’re already invested in using it and making it work. The basics of…

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