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on everything from IT help desk best practices to employee sentiment, security, AI, and more (with occasional historical references).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

Fixify’s Insights Dashboard: Real-time insights, zero guesswork

Peter Silberman
October 29, 2025
Fixify’s Insights Dashboard: Real-time insights, zero guesswork
IT help desk best practices
8 min read

AI help desk tools: The good, the bad, and the reality check

Molly Small
October 23, 2025
AI help desk tools: The good, the bad, and the reality check
Fixify innovations
6 min read

Fixify Quality Control: The backbone of reliable IT

Matt Peters
October 16, 2025
Fixify Quality Control: The backbone of reliable IT
Fixify innovations
4 min read

Suggest-a-Playbook: Unlocking the right guidance at the right time

Peter Silberman
October 9, 2025
Suggest-a-Playbook: Unlocking the right guidance at the right time
IT help desk best practices
8 min read

IT help desk outsourcing vs. in-house: Hard-earned lessons from real IT leaders

Molly Small
October 6, 2025
IT help desk outsourcing vs. in-house: Hard-earned lessons from real IT leaders
Fixify innovations
7 min read

Announcing Smart Personalized Playbooks: Turning tribal knowledge into IT jet fuel

Peter Silberman
October 2, 2025
Announcing Smart Personalized Playbooks: Turning tribal knowledge into IT jet fuel
IT help desk best practices
6 min read

ITSM solutions: Are they all doing the same thing?

Molly Small
April 28, 2025
ITSM solutions: Are they all doing the same thing?
AI & automation
8 min read

AI for service desk: Why people in the loop make all the difference (and saves you money)

Molly Small
April 28, 2025
AI for service desk: Why people in the loop make all the difference (and saves you money)
AI & automation
7 min read

AI help desk essentials: What no one tells you about balancing tech & humanity

Molly Small
April 25, 2025
AI help desk essentials: What no one tells you about balancing tech & humanity
IT 101
4 min read

What are the steps in sentiment analysis? A guide to understanding text-based insights

Molly Small
April 18, 2025
What are the steps in sentiment analysis? A guide to understanding text-based insights
IT 101
4 min read

What is an IT support team structure? Roles and responsibilities explained

Molly Small
April 18, 2025
What is an IT support team structure? Roles and responsibilities explained
IT 101
4 min read

What is service desk software? Features, benefits, and use cases

Molly Small
April 17, 2025
What is service desk software? Features, benefits, and use cases
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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