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What’s Next in Enterprise Service Management (ESM)?

What’s Next in Enterprise Service Management (ESM)?

OpenText
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Generative AI is reshaping ESM, but its success depends on high-quality institutional knowledge. The infographic addresses challenges like poor findability, siloed information, and the loss of tacit expertise. It recommends fostering trust, retaining skilled staff, and building a culture where knowledge sharing is valued. Teams must develop critical thinking, maintain human oversight, and experiment continuously. Effective knowledge management ensures AI delivers accurate, reliable service outcomes.

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