Operations | Monitoring | ITSM | DevOps | Cloud

Most IT organizations still operate in "firefighting" mode: an employee opens a ticket, the service desk investigates, depending on severity and complexity multiple teams or people are involved to diagnose, and then the appropriate person or team fixes the issue. The whole process then repeats for the next reported incident. This model doesn't scale, drains time and budget, and leaves a huge number of issues unresolved because many employees simply don't bother to report them. And, if and when they do report them, it's too late, the problem has already impacted their productive work.

The way IT teams interact with technology has changed dramatically over the years. From early text-based interfaces to today's dashboards and now conversational AI, each stage has reshaped how we monitor, diagnose, and understand complex IT environments. But while dashboards gave us visibility, they often led to more questions than answers. In this post, we briefly explore the evolution of UI in IT products and how conversational AI is bridging the gap between data and understanding.

In a scenario where IT teams face growing pressure to deliver positive business outcomes, relying solely on technical metrics is no longer enough. During the webinar held on March 26, 2026, Leandro Silva and Bob Kruger spoke about how Digital Employee Experience (DEX) - a tangible discipline supported by specialized tools - transforms IT decision-making, resource prioritization, and strategic value delivery for organizations.