Maintaining a deep catalog of knowledge articles to inform end users is an essential — yet often tedious — requirement for IT teams. But generative AI is offering a big assist. By using AI in knowledge bases, service desk agents who used to spend two or three hours creating each knowledge article from scratch can create drafts in minutes.

With support for Windows 10 ending on Oct. 14, 2025, users are faced with deciding how and when they wish to upgrade to Windows 11. Since some old devices won’t be able to upgrade to Windows 11, new devices must be purchased. Administrators should start evaluating the transition to Windows 11 by upgrading their current fleet or evaluating a device refresh that will come with Windows 11.

It’s like a faded Polaroid from a bygone era: The day when a computer with centralized software was safely locked away in an office. That’s because it is a bygone era for most organizations – wistfully recalled but wildly out of touch with the present.

Apple’s release of Apple Vision Pro on Feb. 2, 2024, sparked widespread anticipation among tech enthusiasts worldwide. Even more among enterprise customers when Apple announced MDM management capabilities in visionOS 1.1. Apple Vision Pro lets users interact with apps while remaining connected to their physical surroundings or immerse themselves entirely in a virtual environment of their choosing.

Integration is a crucial aspect of modern IT service management. By linking their ITSM platform with external applications, businesses can simplify their IT operations, enhance efficiency and flexibility, and provide better customer service. Real-time integration allows businesses to quickly adapt to changing circumstances and ensure that IT services align with business requirements. However, ITSM integration can be complex and difficult.

As your organization grows, manual processes that were once convenient become increasingly inconvenient. They’re now cumbersome, slow, plainly inefficient and hinder opportunities for innovation. This is worsened by the rapid onset of digital transformation. Some organizations report that this transformation was accelerated by three to five years since 2020 by the pandemic.

I was recently explaining the importance of digital employee experience (DEX) management to a consultant who is a self-described "digital nomad" and works from wherever he pleases. The connection to DEX may not have entirely been clear, until I explained that his ability to easily do his work remotely using online tools exemplifies what good DEX is all about in the era of Everywhere Work.

Adopting a digital employee experience (DEX) solution delivers benefits for everyone in an organization, from the C-suite on down. A DEX solution provides contextual insights and intelligent automation capabilities that allow an IT team to proactively detect and resolve security vulnerabilities and other IT issues. This improves IT operations and an organization's cybersecurity and compliance posture.

January often means the longest lines in the retail store are for returns. And, maybe ironically, those returns are regularly processed at the Customer Service desk. That right there — that’s an annual challenge. Consumers entering a store to make a return or exchange are already feeling inconvenienced. They bought or received an item they can’t use, and they’re at the store to resolve that problem.

The holiday season is here and it’s time for everyone’s favorite guessing game: predictions for next year. It’s an interesting one this year because there are a lot of dynamics to consider, and trying to dial in on just a few is a slight to many other topics. Geopolitics, regional economic recessions — these are covered in a wide variety of industry publications, and I’ll yield the floor to them this year.