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Most IT tickets don’t need a human. Here’s how to resolve them without one.

Scaling enterprise AI, particularly in ITSM, requires moving beyond legacy operating models and adopting a risk-weighted delegation framework that clearly assigns work to agents or humans based on acceptable risk. This makes governance the driver of ITSM’s build-versus-buy decision for its agentic AI platform, ensuring enterprises have full control as they scale from low- to high-risk process automation.

The next step is putting the ITSM AI platform to work. Following is a blueprint CIOs can use to deploy governed ITSM automations.

Determining which ITSM actions are entrusted to agents

Lacking the proper context, data, and access to resolve an IT ticket, agents pass those tickets to humans. This blocks AI investments from reaching expected returns.

Unfortunately, approximately 70% of IT budgetsare spent on maintaining current operations. Little remains for modernization, leaving clunky systems and lost context as common ITSM challenges. An existing tool’s native AI capabilities might seem...

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What Hollywood thinks about existential AI warnings

As the tech sector sounds alarms about AI’s potential to destroy humanity, entertainment labor groups are urging the public to stay focused on what’s already happening. The Verge reached out to Disney, Netflix, Amazon, Lionsgate, and other studios who have started using AI, as well film startups focused

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Manus seeks $4B valuation in new $500M fundraise as it resumes independent ops

Chinese AI startup Manus, which earlier this year had to break off a merger with Meta, is in discussions to raise $500 million at a $4 billion valuation now that it has resumed operations as an independent company, The Wall Street Journal reported, citing anonymous sources. Potential investors in the

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A new chapter for MIT Reads

As it marks its 10-year anniversary, MIT Reads is being reimagined for the age of artificial intelligence. Recognizing the need to foster social connection and a sense of our shared humanity, the popular MIT Libraries’ program will turn its focus to fiction and memoir, and to the particular power of

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Native BM25 search in AlloyDB and Cloud SQL

Vector search is a critical component of generative AI, retrieval-augmented generation (RAG), and data agent architectures, but sometimes vector search alone isn't enough. While vector embeddings are incredible at understanding conceptual meaning, they stumble on specific alphanumeric IDs and exact product SKU numbers. To build truly robust search

Determining which ITSM actions are entrusted to agents

Read more

What Hollywood thinks about existential AI warnings

Manus seeks $4B valuation in new $500M fundraise as it resumes independent ops

A new chapter for MIT Reads

Native BM25 search in AlloyDB and Cloud SQL