IT
This framework is widely used for aligning IT services with business needs and includes practices like incident, problem, and change management.
What is ITIL?
This is the first step in resolving a client issue and involves understanding the problem from the client’s perspective.
What is Active Listening?
What is the most popular AI tool that we don't want you to use?
ChatGPT
This role is responsible for coordinating the release lifecycle, including planning, testing, deployment, and post-release review.
Who is the Release Manager?
This ITSM process focuses on restoring normal service operation as quickly as possible after a disruption.
What is Incident Management?
This premium service ensures that laptop deployments are handled with the utmost care and attention to detail, providing a seamless experience for users.
What is white-glove service?
This Microsoft AI assistant is embedded in Word, Excel, PowerPoint, Outlook, and Teams to help users draft, summarize, and analyze content.
What is M365 Copilot?
This structured framework outlines how technical support services are delivered, managed, and improved across the organization
What is an IT Support Plan?
This ITSM role is responsible for ensuring that changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented, and reviewed.
What is a Change Manager?
This approach ensures that client service teams are aligned with business goals and customer needs.
What is Customer-Centric Strategy?
This assistant embedded in iManage Work 10 allows users to summarize, compare, and create timelines from selected document collections.
What is Ask iManage?
This role is defined by Gartner as someone who builds technology or analytics capabilities for business use but operates outside of the traditional IT department.
Who is a Business Technologist?
This term describes feedback collected directly from customers about their experiences and expectations.
What is Voice of the Customer?
What Service Desk KPIs will we examine and report on in 2026?
What is Customer Satisfaction Score, First Contact Resolution, SLA Compliance Rate, etc?
According to Fasken’s guidelines, this is the only place you should look to confirm whether an AI application is approved for use.
What is Tools & Links?
This type of employee builds digital solutions using low-code tools and operates outside the formal IT department, often guided by governance frameworks to ensure safe and compliant innovation.
Who is a Citizen Developer?
This ITSM practice ensures that services are delivered according to agreed-upon performance levels.
What is Service Level Management?
This initiative focuses on improving client service and service management by implementing efficient processes, prioritizing a people-centric approach, and achieving cost savings.
What is "Client Service Excellence"?
These customizable AI assistants automate business tasks and operate within Microsoft 365 apps like Teams and Word.
What are Copilot Agents?
What year did Dharam predict we would be full cloud?
What is 2027?