The AI-Powered Help Desk Has a Bloat Problem
The article argues that relying on historical data for AI-driven IT support leads to "context rot" and fails to account for the rapid, decentralized changes in modern computing env…
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AI & Machine Learning
6 articles
Confidently, Elegantly Wrong: How AI is Disrupting IT
The article argues that AI-powered IT service management is undermined by "context rot," a phenomenon where overwhelming models with excessive data actually degrades their reasonin…
From Experience Management to Experience Engineering: How AI Is Reshaping DEX in IT’s Next Great Transformation
This article details how AI is fundamentally reshaping the Digital Employee Experience (DEX), moving it beyond simple measurement towards proactive, autonomous IT operations. Just …
Why We Built SysTrack AI to Break EUC Ops (in a Good Way)
When we started our AI journey at Lakeside back in 2016, I made myself one promise: no AI-washing. We won’t guess without evidence. We won’t scrape unknown data. And we won’t hide …
To Our Partners: SysTrack AI Wouldn’t Be Here Without You.
As our team at Lakeside brings SysTrack AI to market, I’ve been thinking a lot about my multi-decade (phew) tenure in the world of end-user computing and who has actually done the …
Accelerating Innovation: Reimagining DEX for the AI Era
Dear Lakeside Software Community, I’m excited to share that I am returning as CEO of Lakeside Software, the company I founded in 1997. I am energized to rejoin in this capacity to …