Insights on AI automation, ITSM integration, and the future of IT support.
The IT Professional's Guide to Using AI as a Second Opinion
Doubting your diagnosis before applying a fix is not weakness. Here's how to use AI as a structured second opinion that validates your judgment and catches what you might miss.
Read article →How I Use AI to Research IT Issues Before I Touch Anything
The ticket came in at 9:47am. VPN connection dropping intermittently for one user, Windows 11, two weeks after a system update. Not a crisis. Probably thirty minutes to sort out. By 10:52am, you've checked the adapter settings, rolled back a driver, confirmed the DNS settings look right, poked around in the registry, and you're no closer to a definitive answer than when you started. The user is following up. Your next ticket is already waiting. Here's what changed in the way I approach days like that: I stopped touching anything until I had a structured starting point. Not a Google search. Not a forum thread from 2019. A structured, specific, diagnostic framework for that exact ticket type, in under two minutes, before I opened a single settings panel. That's what AI as a research tool actually looks like in practice. Not replacing your judgment. Giving you something to work with before you exercise it.
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