Spotlight article
See how digital service operations and AIOps help organisations spot service failure earlier, reduce MTTR and improve service availability.
Bringing HR, finance, procurement and IT together is only the start. Explore how service management can connect shared services around business outcomes, ownership and cross-functional delivery.
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See how digital service operations and AIOps help organisations spot service failure earlier, reduce MTTR and improve service availability.
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Discover 6 key self-service challenges preventing organisations from improving service delivery, automation, and user experience.
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Who decided how your service desk works? Explore how contact strategy, channels and automation shape cost, speed and efficiency
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Service desk efficiency is about more than headcount and ticket volumes. Keyvan Shirnia and Gary Pruden explore the employee-to-agent ratio, self-service and automation as measures of support efficiency.
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Explore why strong service management foundations and six critical capabilities matter before AI transformation, and move beyond reliance on ‘hero culture’
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A practical three-step IT asset management roadmap covering discovery, lifecycle control and continuous improvement to strengthen visibility, compliance and efficiency
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Explore how Arcadis and Johnson Matthey use BMC Helix, Fusion GBS, AI Talos and Value Adoption Services to drive continuous improvement.
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Explore how Fusion GBS Value Adoption Services combines AI Talos benchmarking, service management improvement and structured remediation to increase operational efficiency, productivity and AI readiness.
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Fusion GBS shares lessons from 8 years of AI adoption, covering talent, experimentation, data security, cost models, use cases and ROI.
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Explore why execution failures matter more than strategy gaps and how better alignment, governance and accountability drive strategic outcomes.
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Explore how service management, AI and operational improvement help organisations strengthen resilience, improve efficiency and respond to change.
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Explore how AI helps businesses manage complexity by improving decision-making, reducing inefficiencies and enabling more consistent customer journeys.
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A practical perspective on AI in modern business—why complexity grows, why costs rise, and how AI can help leaders improve outcomes at scale.
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Build a modern service operation with ITIL processes, a self-service portal and AI-led benchmarks—supported by 250+ ready-made templates.
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