Julie Mohr
Principal Analyst
Author Insights
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Freshworks Signals A More Practical Future For AI Service Management
Freshworks’ latest announcements reflect a broader shift in service management AI from feature expansion to operational practicality. The real differentiator is no longer whether a vendor offers generative or agentic capabilities but whether those capabilities can be adopted quickly, grounded in strong context, and sustained within day-to-day service environments.
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Zendesk Relate 2026 Showed Why Agentic Customer Service Starts With Knowledge
Zendesk Relate 2026 showed that agentic customer service depends on structured knowledge, new service engineering roles, and operational readiness for AI execution.
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Atlassian Team ’26: The New Logic Of Work
Atlassian’s Team ’26 event highlighted how AI, agents, context, and workflows are reshaping enterprise work.
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Context Is The New Competitive Edge: Takeaways From ServiceNow Knowledge 2026
ServiceNow Knowledge 2026 showcased how ServiceNow is expanding its role in enterprise AI, workflow automation, and digital workplace transformation.
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Why IT Service Management Platform Migrations Fail — And What IT Leaders Must Do Before Switching Platforms
Many IT leaders are reconsidering whether their service management platform still meets the needs of a modern enterprise. Explore the hidden constraints of legacy systems, the risks that derail migrations, and the practices that distinguish successful IT service management transformations from those that fall short.
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From Tickets To Outcomes: Your Service Desk As A Product Team
Traditional service desk models fail to deliver strategic value in today’s digital-first organizations. Discover why IT leaders must reimagine service desks as product teams focused on business outcomes rather than ticket metrics and learn the practical steps required to make the transformation a reality.
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The CIO’s Guide To AI Readiness
To deploy AI safely and profitably at scale, CIOs must cut through AI hype and focus on IT capability maturity. Learn how in this preview of a new report.
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IFS’s Industrial X Unleashed 2025: Opportunities And Risks In Industrial AI
IFS’s Industrial X Unleashed 2025 event promised a future where industrial AI and robotics redefine operations. While the vision is compelling, the journey to digital workers, predictive maintenance, and autonomous workflows is complex.
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Agentic AI In ITSM: Can BMC Helix Deliver On Its Bold Promise?
Discover the truth behind BMC’s bold agentic AI strategy for IT service management. Explore the benefits, risks, and practical steps that IT leaders should take to prepare for autonomous IT operations in 2026.
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The Only Path To Autonomous Operations Is Built On Trust
Businesses are under pressure to modernize their operations. From cloud-native architectures to AI-driven automation, the future of IT is autonomous. It may not happen in six months or even six years, but with recent technological advancements, we can predict that the future path is built on systems with AI capabilities that make decisions with and without the human in the loop.
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It’s Time To Rethink Service Desk Success
Traditional service desk KPIs no longer reflect success in an AI-driven world. Learn how IT leaders can rethink performance measurement to align with automation, experience, and business impact.
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OpenText Redefines Enterprise Automation And AI
OpenText World 2025 marked a turning point for enterprise automation and AI. The event spotlighted innovations such as the AI Data Platform and Content Aviator, designed to embed trust, security, and context into every layer of automation. From intelligent service delivery to knowledge-centric operations, OpenText’s strategy reflects a bold vision for the future of IT, one where automation and AI work hand in hand to deliver resilience and measurable business outcomes.
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From Metrics To Meaning: The New Rules Of Service-Level Management
There is a shift underway toward experience-driven service-level management (SLM). Learn how to transform your SLM strategies to prioritize user experience and stay ahead in the dynamic IT landscape.
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The Future Of ESM Is Intelligent
AI is no longer optional in enterprise service management. Discover how leading platforms are using intelligence to drive efficiency, improve service, and deliver business value.
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From Developers To Services: The Impact Of Atlassian’s Latest AI Innovations
Discover the latest AI breakthroughs and announcements from Atlassian in this review of its recent Team '25 Europe event.
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Learnings From Knowledge Summit Dublin 2025
After being in the shadows for years, knowledge management has suddenly taken on a much more prominent role as a key strategic function.
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Early Adopters Share AI-Centric Service Desk Results
The promise of AI-centric service desks has moved from theoretical blueprint to operational reality. After extensive research with early adopters across multiple industries, the results reveal a complex landscape where gains are marred with implementation challenges that many organizations didn’t anticipate.
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Understanding Metric Maps: Measure What Matters For Adaptive, Resilient Operations
In today’s complex IT landscape, traditional performance metrics often fall short. This blog explores the importance of metric maps in driving adaptive and resilient operations. By aligning metrics with strategic goals, organizations can foster continuous improvement and enhance employee engagement. Discover how to effectively diagnose service issues and implement meaningful performance models.
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The AI-Centric Service Desk: A Blueprint For Modern IT Operations
As digital transformation accelerates, traditional IT service desks must evolve. This blog explores the AI-centric service desk model, emphasizing automation and personalized support to enhance the digital employee experience. Learn how embracing an AI-first approach can transform IT operations into strategic enablers of productivity and resilience.
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Why Every Engineering Leader Needs A Knowledge Management Playbook
Effective knowledge management (KM) is essential for enhancing developer productivity and innovation. A strategic KM approach reduces inefficiencies, accelerates onboarding, and preserves valuable organizational knowledge. By fostering a culture of knowledge sharing and utilizing centralized repositories, organizations can transform KM from a support function into a core enabler of software delivery performance.
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