With nearly 15 years of experience in the IT industry, Matt Cox is a lover of creating technical solutions and successful customers. As the Senior Director, Technical Operations, ITSM, he leads the talented team of ITSM solutions engineering, on-boarding, and support teams, working with customers of all sizes and across many different industries to create tailored service management solutions using ITSM and ITIL best practices. Fun fact—he once went hang gliding off a cliff in Ecuador.

7 Steps to Automate IT Service in 2020

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ITSM

7 Steps for Service Desk Automation in 2020


These days, it’s difficult to give a unique presentation on service desk automation. Everyone talks about it. Much of the discussion is “pie in the sky.” When the team asked me to present on this topic at a recent ITSM summit, I wanted to …


ITSM and IT Operations

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ITSM

Employee Experience Dynamic Duo: ITSM and IT Operations


Technology’s prevalence and our dependence on said technology in the workplace is only growing. It should come as no surprise then that in a recent survey of SolarWinds global customers, more than half* said that organizational leadership views IT as “very important” when it …


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ITSM

What Is Change Management? A Quick Overview for ITSM Pros


IT pros around the globe are increasingly embracing a more agile approach to service management. With that comes the need to audit the way your organization implements changes. Because your IT landscape is changing as technology continues to evolve, analyzing the changes made at …



essential It asset management checklist

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ITSM

The Essential IT Asset Management Checklist


As one of the 34 practices outlined in ITIL 4, IT asset management (ITAM) is one of the most practical undertakings your IT department can carry out this year. While asset management involves simply taking inventory of hardware and software assets and using this …



AI machine learning

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ITSM

Putting AI Machine Learning to Work For Your Business


AI and Machine Learning for Businesses The future we were promised may not have arrived in the form of jet packs, hover cars, and replicators (well, not yet, anyway), but in more subtle ways, the future we were promised has actually already been here …