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Context engineering: The secret weapon of CIOs architecting the future of IT

Engineering the right data can work as valuable context for your ITSM workflows and support to be faster and smarter.

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Making the ITSM ROI case for AI-driven Modernization
Advancements in AI and related technology means the ROI of ITSM platforms can no longer be measured with traditional calculators. Presenting the new ROI framework.
Troy DuMoulin on compressed AI timelines and the people challenge in tech adoption
On AI's fast disruption window, the urgency for stronger IT leadership, and why people—not tech—will decide who wins.
Midyear magic: June updates you’ll feel daily
In June, we brought AI even closer to the agent experience, added powerful capabilities to workflows, improved performance tracking, and made it easier to stay in flow.
The emotional ash of IT: What Paul Brandvold reminded us about support teams
From burnout and invisibility to the role of leadership and tooling, this conversation with Paul Brandvold reflects how we can build more thoughtful systems and cultures that support the people behind the tickets.
From Reactive to Proactive Support: A smarter path for service desks
Drawing from decades of real-world IT service delivery, I explore why modern service desks should rethink support systems and not just chase faster ticket resolutions.
AI that talks IT: How Voice AI drives intuitive enterprise support
Bringing Voice AI to IT support powers consumer-like ease for faster, hands-free help in the workplace. Find out how.