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Our ruminations on everything from IT help desk best practices to employee sentiment, security, AI, and more (with occasional historical references).

The future of IT operations is humans + AI (not either/or)
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The future of IT operations is humans + AI (not either/or)

September 23, 2025
Matt Peters
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Fixify innovations
4 min read

AI-Powered Triage: Bringing order to the ticket queue

Peter Silberman
December 1, 2025
AI-Powered Triage: Bringing order to the ticket queue
IT help desk best practices
8 min read

AI for IT Support: How to Automate the Boring Stuff (Without Making Employees Hate Bots)

Rosalie Moyer
November 25, 2025
AI for IT Support: How to Automate the Boring Stuff (Without Making Employees Hate Bots)
AI & automation
8 min read

AI for help desk: How to save big without losing the human touch

Rosalie Moyer
November 21, 2025
AI for help desk: How to save big without losing the human touch
IT help desk best practices
7 min read

The new IT talent equation: Why AI makes human expertise more valuable

Rosalie Moyer
November 19, 2025
The new IT talent equation: Why AI makes human expertise more valuable
AI & automation
6 min read

Debunking IT automation myths: What AI can and can’t do for your support team

Rosalie Moyer
November 18, 2025
Debunking IT automation myths: What AI can and can’t do for your support team
IT help desk best practices
6 min read

Help desk outsourcing companies: Why your IT team should (actually) care

Rosalie Moyer
November 17, 2025
Help desk outsourcing companies: Why your IT team should (actually) care
IT help desk best practices
8 min read

IT help desk support: Boosting efficiency without hiring more staff

Rosalie Moyer
March 31, 2025
IT help desk support: Boosting efficiency without hiring more staff
IT 101
6 min read

What is sentiment analysis? Understanding its role in IT support

Molly Small
March 27, 2025
What is sentiment analysis? Understanding its role in IT support
IT 101
6 min read

What is help desk analytics? A guide to measuring IT support performance

Molly Small
March 27, 2025
What is help desk analytics? A guide to measuring IT support performance
IT 101
6 min read

How to reduce IT costs: Best practices for IT budget optimization

Molly Small
March 27, 2025
How to reduce IT costs: Best practices for IT budget optimization
IT 101
6 min read

5 IT improvement ideas [featuring automation]

Molly Small
March 27, 2025
5 IT improvement ideas [featuring automation]
Perspectives
6 min read

The cost of bad salsa (and other quality lessons)

Matt Peters
March 27, 2025
The cost of bad salsa (and other quality lessons)
Release notes
Release notes
Perspectives
Perspectives
IT 101
IT 101
Fixify innovations
Fixify innovations
AI & automation
AI & automation
Metrics & insights
Metrics & insights
IT help desk best practices
IT help desk best practices

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