In this episode of Patch Me If You Can™, Arek Dreyer welcomes Emanuele Sparvoli, the Director of IT at Intercom, to discuss key challenges and solutions facing modern IT teams.
At Intercom, Emanuele has driven a cultural and technical shift to treat IT not simply as a support function, but as a strategic driver, focusing on designing systems that are secure, automated, intuitive, and built around the needs of users.
In this episode, Emanuele discusses the complexities of securing non-human service accounts—like bots and automated systems—the shortcomings of industry-standard security approaches, and how Intercom addressed these pain points.
Emanuele dives into how automation and AI are freeing IT professionals to spend less time on repetitive tasks and more time improving systems and processes. As a result, his team boosts efficiency, reduces toil for both IT and users, and helps the company scale securely. Tune in for insights on how to do the same in your organization.