Theme

AI and automation

AI readiness, starting small with automation, shift-left and self-service. Achieve more with the same people, step by step and with proof.

Below are the published articles in this theme, newest first. Every piece comes from practice and is meant to apply tomorrow, not to gather dust in a drawer.

AI readiness for the service desk: where to start and where not to

AI on the service desk only works when knowledge and process are in order. Read what AI realistically does, a readiness checklist and what to hold back.

May 30, 2026

Capacity

Achieve more with the same people: organize smarter, not work harder

Hiring more is rarely the first answer. Learn how to achieve more with the same team by removing friction, organizing knowledge and using automation.

May 16, 2026

Shift-left

Shift-left and self-service: solving problems earlier, not just putting up a portal

Shift-left resolves requests earlier with self-service and knowledge. Learn why a portal alone fails and how to make self-service stick.

May 13, 2026

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