Insights
INSIGHTS
Articles on ITSM, Matrix42, ServiceNow and AI in IT – from the field, expanded regularly.
Matrix42
Matrix42
Automating Matrix42: from workflows to AI agents
Compliance rules, workflows and the new AI agents can take a lot of routine work off your plate in Matrix42 – if governance is part of the plan.
Matrix42
Matrix42 ESM: a solid foundation of service catalogue and SLAs
Before automation and AI deliver value in Matrix42, the foundation has to be right: a well-structured service catalogue and realistically defined SLAs.
ServiceNow
ServiceNow
Now Assist & AI Agents: using AI on the Now Platform wisely
ServiceNow brings generative AI deep into ITSM processes. What the new AI agents do – and what matters when introducing them.
ServiceNow
Taking ServiceNow ITSM live: scope, CMDB, processes
The Now Platform is powerful – and that is exactly the risk. Three guardrails that decide between a successful ServiceNow rollout and sprawl.
AI & Automation
AI & Automation
From reactive to autonomous: agentic AI and the future of IT operations
The shift from assisting to agentic AI fundamentally changes service management. What a responsible path toward it looks like.
AI & Automation
AI in the service desk: where generative AI adds real value today
Between hype and scepticism lies the pragmatic middle path. Four areas where AI noticeably relieves the service desk today.