Mr. IT

Every enterprise vendor is currently screaming about the "AI-Powered Autonomous Enterprise"—yet most AI demos still end with a human manually reviewing 14 workflow steps. Why are we using cutting-edge AI just to recreate 2007 BPM workflows with prettier animations? In this episode of MR IT, we dive deep into the platform fatigue plaguing modern CIOs. IT teams are drowning in orchestration layers and prompt engineering toolkits when all they actually want are operational outcomes. We are joined by Hilly Noy, Director of Product at DEX (the team behind the world’s first autonomous IT agent), to discuss why the tech industry is getting the agentic movement completely wrong and why it is officially time to shift our mindset from building platforms to hiring digital talent. In this episode, we cover:The Tooling Addiction: Why enterprises are tired of assembling digital Lego sets and want actual execution. The 4th Gen AI Shift: Why the first three generations of AI were things you buy, but the fourth generation is something you hire. Why Workflows are Dead: How autonomous agents use judgment instead of rigid, easily broken rules to navigate enterprise chaos. The Future of the Service Desk: Why the IT professional of tomorrow will look less like a tool administrator and more like an HR manager managing digital employees. Stop building frameworks. Start hiring for outcomes. Hit play to find out how to transition your ITSM strategy into the truly autonomous era.

Service providers are taking Agentic AI — the most powerful tool we've ever had — and forcing it through the same design-build-test playbook that's been around for 20 years. Oded Karev calls it sprinkling AI dust on a dumpster fire.He's joined by Ian Barkin, co-founder of Magentic IQ and one of the original voices in the RPA industry, to talk about what the gold rush got wrong and what to carry forward. They cover deterministic vs. probabilistic thinking, outcome-driven sprints, where humans must stay in the loop, why the SaaS-pocalypse pitch doesn't hold up, and how to choose metrics that don't hide a terrible customer experience behind a green dashboard.Closing with an anonymous Reddit confession on the math nobody mentions: a 10-step agentic workflow at 95% per-step reliability is a 60% coin flip in production.Hosted by Oded Karev of SysAid. New episodes monthly.

Welcome to the debut episode of Mr. IT, hosted by Oded Karev. In a world obsessed with "GenAI," we're cutting through the noise to discuss the actual architecture of the future: Agentic ITSM. Oded is joined by industry veteran Paul Brandvold to dismantle the most dangerous myth in IT leadership: that AI is a simple cost-saving switch. Instead, they reveal it as a "Complexity Switch" that demands a total re-evaluation of human value, accountability, and the very structure of the modern helpdesk. In this episode, we tackle:The Identity Crisis: If automation handles the volume, what is the technician’s new North Star?The Accountability Gap: Why AI can execute logic, but only a human can carry the "burden of proof."The "Burnout" Blindspot: The hidden danger of removing "repetitive tasks" from a 9-hour shift.A $1M Cautionary Tale: The real-world cost of aggressive headcount reduction (and the 70% payroll rebound).---