Tom welcomes Doug Tedder, a leading consultant and expert in IT service management. Together they explore the evolving role of IT, emphasizing the shift from technology as a support function to a central business enabler. Doug shares insights on the future of service desks, the growing importance of AI and automation, and how human-centric approaches are critical in an increasingly digitized world. Doug highlights the value of data-driven decision-making in IT, and how mining service desk data can enhance employee experience and foster proactive support.

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