Idwell on Service Management

Thoughts on how to design and implement IT Service Management


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The ‘cobots’ are coming. Is your IT team ready?

At Creating Revolutions, an employee affectionately nicknamed “Manuel Noriega” assembles the tiny components of a customer service paging device. Unlike other employees of the startup, Manuel works for hours, day in and day out, without bathroom breaks or healthcare benefits.

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Artificial Intelligence and Machine Learning – buzzword bingo

The most used buzzwords so far in 2017 are Artificial Intelligence (AI) and Machine Learning (ML) but it is becoming clear that their use covers widely disparate situations including analytics, autonomous cars, cyber security, IoT, marketing, digital assistants and the father of it all – big data.

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