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Insights from the frontlines of ITSM

Expert analysis, best practices, and industry trends in AI‑powered service management and IT operations.

Shift-Left 2.0: AI Self-Service People Actually Use

Shift-left stalled when portals felt like forms. Shift-Left 2.0 is conversational intake + smart catalogs + answers-first with citations governed by design.

5 min
Diligra - Founders

RAG Isn’t Dead: Build a Knowledge Fabric that Actually Deflects Tickets

Plain RAG underperforms on messy enterprise content. The fix is upgraded retrieval: clean corpus, hybrid search, GraphRAG, and tenant-aware memory with citations by default.

5 min
Diligra - Founders

Cut MTTA & MTTR with AIOps + GenAI: A Practical Playbook

Pair event correlation with GenAI summarization and runbook-as-tools to slash acknowledgment and resolution times while keeping humans in control.

5 min
Diligra - Founders
Industry Insights

Autonomous ITSM Agents, How to Deploy Them Safely (in 90 Days)

Agentic ITSM is here. Ship real outcomes—without risk—using a governed agent fabric: typed tools, policy gates (Assist → Proposal → Autonomous), full traces, and chat approvals.

5 min
Diligra - Founders