Kay-Lee Franco

AI: The Future of ITSM Automation – From Efficiency to Resilience

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AI isn’t just about efficiency – it’s rapidly becoming the cornerstone of resilient IT operations. Ivanti’s latest Digital Experience Report Series explores how AI is transforming IT Service Management (ITSM), helping organisations not only work smarter but also recover faster from disruptions. Why AI matters in ITSM IT teams face growing challenges: Operational bottlenecks: repetitive tasks […]

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How to Measure the Business Impact of Digital Employee Experience (DEX)

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Key Takeaways While most IT teams rate DEX as a “high priority,” only 23% currently practice advanced DEX strategies, such as comprehensive monitoring and performance tracking and automating DEX workflows. CIOs must translate tactical DEX KPIs such as Mean Time to Resolve (MTTR), automation rates, license recovery, and vendor savings into valuable business outcomes to

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Ivanti Q4 2025 Product Updates: Security & IT Efficiency Enhancements

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Ivanti Q4 2025 Product Updates release brings a wave of innovations focused on strengthening network security, modernising endpoint management, and enhancing enterprise service efficiency through AI. For organisations striving to stay secure and agile in an ever-evolving IT landscape, these updates deliver both resilience and performance. 1. Strengthened Network Security and Architecture Ivanti Connect Secure

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DEX Solutions: Insights from Our Roundtable

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Last week, Think Tank Software Solutions, in partnership with Ivanti, hosted an exclusive roundtable at Crystal Towers, Cape Town. The focus: how Digital Employee Experience (DEX) solutions are reshaping the modern workplace and improving productivity, security, and employee satisfaction. Event Overview:The intimate, invite-only event brought together 15 senior executives from leading organisations for in-depth conversations

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Bridging Legacy IT and Conversational AI Integration in South Africa

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For many organisations exploring conversational AI integration in South Africa, the excitement often fades once it’s time to connect these new tools with long-standing systems. Legacy IT remains the backbone of most businesses — reliable, familiar, and deeply embedded in daily operations. But when new AI technologies arrive, especially those designed for real-time interaction, that

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Escaping the Agreement Trap

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The Agreement Trap affects organisations of all sizes, from small businesses to large enterprises. It happens whenever agreements get stuck in email chains, PDFs, or spreadsheets, creating hidden delays and inefficiencies. Understanding the Agreement Trap is the first step toward regaining control over your contracts and agreements Every organisation relies on agreements – from contracts

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How AI Agents Are Changing Work, Service, and Processes

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In 2025, companies are moving fast with AI – shifting from isolated experiments to fully integrated workflows that make a real difference. Kore.ai is helping organisations accelerate digital transformation with AI agents for enterprise automation by improving productivity, customer experiences, and operational efficiency. They do this with AI agents for Work, Service, and Process. These

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Think Tank Kore.ai Partnership South Africa AI Agents

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Cape Town, South Africa – 09 September 2025 – The Think Tank Kore.ai partnership South Africa AI agents launch marks a new chapter in enterprise automation. Think Tank Software Solutions, a leading provider of IT Service Management (ITSM) solutions, has joined forces with Kore.ai, a global leader in enterprise AI, to deliver scalable AI agents

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How Conversational AI Improves Employee Experience

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Beyond Automation: How Conversational AI is Transforming Employee Experience Automation has long promised to simplify work. But when it comes to employee experience, not all automation is created equal. Rule-based workflows can handle repetitive tasks, but they often fall short of making support truly seamless and human-like. That’s why many organisations are turning to conversational

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