Articles by Tal
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Tal Klein shared thisI'm proud of this one. Not because of the name, but because it's the rare launch where the product actually is what the messaging says it is. SysTrack Reliability Engineering is here! I've long seen EUC as the "last mile" of SRE. How could the thing consuming the site be the least reliable link in the chain? Mike's post answers it perfectly, but be sure to check out Daniel Salinas and Oli Giordimaina's perspectives as well.Tal Klein shared thisOur customers have been asking us for a new interface for a long time. Something that felt and acted as modern on the outside as the work we were doing under the hood. And honestly, they were right to ask. Here is something I have learned over the years: Digital employee experience has grown into so many things to so many people that every time we set out to build the "ultimate" UI, the ground moved under us. We took several runs at it. Each one taught us something, but none of them ever felt finished, because the DEX goalposts kept moving. What finally changed the question was agentic AI. Once we saw that DEX could go headless, that intelligent agents could act on our telemetry without a person ever opening a screen, the design problem in front of us got a lot more interesting. Now we had to account for two very different kinds of work in one place. There are workflows where SysTrack is the orchestration engine, driving the action directly. And there are workflows where SysTrack is the intelligence substrate, quietly feeding the agents and systems that drive everything else. Designing for both at once is what finally brought us here. I could not be more excited about what we are launching today. We call it SysTrack Reliability Engineering, and it is two things at the same time. It is an entirely new look and feel for SysTrack, the one our customers waited on patiently and the one we owed them. And it is a real set of new features and functionality, built to bridge the gap between the site, where reliability engineering keeps the lights on, and the workspace, where our people get work done. None of this happened by accident, and none of it happened alone. To our engineering and product teams, you carried this, and I am grateful. To our customers, partners, and the analyst community, thank you for your patience and your honesty, even the honesty that stung a little. And to the members of our advisory board, I want to say something I mean sincerely. You should see yourselves as co-developers of this platform, because that is exactly what you have been. You shaped this evolution of our DEX engineering platform as much as anyone inside these walls. I am proud of this one, because for the first time the interface finally caught up with the technology and ambition behind it.
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Tal Klein posted thisWhen you hire a programmer to code a thing, you don't get a separate invoice for them checking that it compiles. Making sure said thing actually runs is part of writing it. That's the whole reason you hired an engineer instead of doing stack overflow copypasta. So when we replace human programmers with AI agents, the model hands you the code, and if you want to know whether it's any good, you spin up a verifier agent to review it, and that agent bills you for its own tokens. Sometimes vetting can burn more tokens than the original inferencing and you spend more confirming the thing works to spec than you spent generating it. So we've quietly unbundled accountability from the work and made it a line item. And that line item is itself just another best-effort prompt, one that holds itself no more accountable for the outcome than the model it's checking. You can stack verifiers all the way down but do you ever get to anyone who's actually on the hook? I go back and forth on whether that's unfair or just honest. Maybe it's the most transparent version of a cost that human labor has always hidden inside the hourly rate. Or maybe "I wrote you something but finding out if it works to spec is your job" is not a service anyone should feel good about selling. Humans and agents both make mistakes, I don’t expect either to be infallible. The difference is what happens after a mistake is made. A person can be held to account for theirs. An agent's accountability rolls up to whoever is minding it, on top of any tokens expended on a verifier to prevent exactly that. Anyway, like the “shared responsibility” model in SaaS, I feel like not enough is being said about the economics of agentic accountability.
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Tal Klein posted thisThe internet went down twenty minutes before my daughter’s final was due. I hold an unofficial title in our house: Chief Digital Experience Officer. A minuscule budget, and a user base of three who do not file tickets so much as yell from the next room. The job was simple: A power user had one assignment to submit before a hard deadline. I turned my phone into a hotspot, got her laptop connected, and we watched the upload bar crawl until it finished with a few minutes to spare. I’ll be kind and not mention the name of my ISP whose status page said everything was fine and support insisted my router was unsupported even though they provided it. Their dashboards were green. None of it mattered to the one person in my house who needed to do one thing at one specific moment. Experience comes down to whether a person can do what they set out to do. If something goes wrong, the systems underneath them can report healthy the entire time, and it changes nothing for the human who is stuck. It also happens at work. Someone decided to upgrade our office firewall halfway through a live webinar I was doing. My trusty hotspot saved me then, too. IT insisted it was a scheduled outage during a change management window. Sometimes we manage the infrastructure and lose sight of the person relying on it. When was the last time your tools insisted everything was fine while someone was stuck waiting on IT to ‘just work’?
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Tal Klein shared thisSome thoughts and relfections on the present and future of DEX after reading the newly published Gartner DEX MQ.
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Tal Klein posted thisI recently participated in my second Invictus Growth Partners Guild Summit, surrounded by the bright minds in our portfolio companies and members of our guild. As the "marketing guy" on the guild, the most common question I got from our portco CEOs was: "What marketing skills are the most critical when hiring marketing execs these days?" My opinion is that the dividing line between human skills isn't creative versus operational. It's whether the work requires staking something like taste, reputation, a relationship, or a bet placed before the data exists. AI is extraordinary at producing toward consensus and optimizing toward a known target. It regresses to the mean of everything it has seen, so the work that survives as human is the work where the mean is the enemy. What stays human? The gambling layer: When someone decides what to do or say before there's a signal telling them to do or say it. Planting a flag on a category that doesn't have language yet, for example, is a taste judgment made in the absence of data. AI can pressure-test it, articulate it, transfor it into ninety assets. It can't originate the conviction, because conviction in a thing the market hasn't validated looks like noise to a model trained on what the market already rewarded. The relationship and accountability layer: An industry analyst is not going to take a briefing from an agent. The trust your brand built across the analyst and partner ecosystem doesn't transfer to software, and the political work is relationship chess that requires a human who can be held responsible for the outcome. Accountability is the thing that can't be delegated to a system that can't be fired. Maybe it's simplistic but at the end of the day CEOs, boards, analysts, and major partners want a throat to choke and a name on the bet. The compass layer: This is the one most CMOs are underrating (IMO). When production goes to roughly zero cost, the scarce skill becomes deciding what's good and what's on-brand. In other words, encoding taste so the machines can execute against it. Your current brand design standards are exactly this: a human's judgment, written down, so volume can be produced without drift. Somebody has to own the brand's constitution and adjudicate the edge cases. To me, that's a permanent human seat, and it gets more important, not less. Net net, the marketing leadership skills I see CEOs currently undervaluing because they're hard to put on a resume are taste, the nerve to make a non-consensus call, the trust that took a well trodden career to build. Those hold their value long term — that's what I think you should look for when hiring a marketing executive.
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Tal Klein shared thisIt’s crazy to think that in this day and age we still need to worry about something trivial that could brick thousands of endpoints — yet, here we are. DEX North Star devotees, I assure you nothing will disrupt employee experience more than a bricked workspace.Tal Klein shared thisSecure Boot certificate expiration is coming. Is your device estate ready? Microsoft’s 2011 Secure Boot certificates begin expiring in June 2026. Without the updated certificates, devices may continue operating — but could lose access to key boot-level protections. At Lakeside Software, we help organisations: ◼️ Find affected devices ◼️ Monitor readiness ◼️ Track remediation ◼️ Automate certificate updates where eligible The earlier you start, the easier this is to manage. To find out more about Lakeside Software, please drop me a line. #SecureBoot #CyberSecurity #EndpointManagement #DEX #Windows #BitLocker #LakesideSoftware
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Tal Klein reposted thisExcited to join Christy Punch and Tal Klein for a conversation on how leading organizations are redefining workplace success through employee experience, AI-driven operations, and measurable business outcomes. Across the industry, the focus is shifting toward Zero Ops strategies - leveraging AI, automation, DEX, and self-healing environments to remove friction before it impacts employees. The goal is simple: seamless experiences, higher productivity, and workplaces that just work.. #DigitalWorkplace #EmployeeExperience #AISD #FutureOfWorkTal Klein reposted thisRethinking your service desk? If your service desk is still measured by ticket volume, this is the conversation you need to hear. On June 3, we've assembled a panel of industry leaders who are actively reshaping how organizations think about IT service delivery. Here's who's joining us: Christy Punch, Principal Analyst, Digital Workplace + DEX Business and Technology Strategy at Forrester Chris Kirkpatrick, Director, Growth and Offering GTM Leader at Kyndryl Komal Verma, Global Portfolio Director, Digital Workplace Products and Strategy at Capgemini Preethi Anantharaman, DEX Engineering Leader at IBM Moderated by Lakeside CMO Tal Klein, this is the kind of conversation that tends to shift how you think about what your service desk is actually for. From Tickets to Outcomes: Rethinking Your Service Desk Approach Wednesday, June 3 at 11:00 AM ET / 4:00 PM GMT Register via the link in the comments. #DEX #DigitalWorkplace #ITOperations #ServiceDesk #AI
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Tal Klein posted thisI’ve been trying to keep an informal tally of how many IT product categories added “autonomous” to their name in the past year. Autonomous ITSM. Autonomous patching. Autonomous endpoint management. Autonomous xOC… autonomous everything. My instinct whenever I read it is the same one I had when I first got into a Tesla that mostly drove itself, or a Waymo without a driver. Do I trust this thing to take the wheel? The auto industry had to answer that one literally. SAE put out a six-level model so people could stop arguing past each other about what “self-driving” even means. L0 is fully manual. L1 is driver assist (cruise control, lane keep). L2 is partial (Autopilot - hands hover, eyes on the road). L3 is conditional (the car drives inside specific conditions and hands back when it leaves them). L4 is high automation inside an operational design domain. L5 is no human anywhere. The interesting part of the model is that climbing the levels is really climbing in trust, and that trust is a function of two things - the data the car is sensing in real time, and the training that taught it what to do with that data. Sensors and source material. I think IT needs a version of this, because right now “autonomous” is mostly a vibe. Here’s my rough cut: L0 - human reads a dashboard, human does the thing. L1 - system recommends, human acts. L2 - system proposes a remediation, human approves, system executes. L3 - system remediates inside a defined scope and escalates when it leaves that scope. L4 - system owns an entire operational domain end to end (patch posture across a fleet, proactive performance remediation on endpoints) without supervision inside that domain. L5 - I’ll let you know. The root of trust should look the same as it does in cars. It’s the data; the resolution, freshness, and breadth of the telemetry feeding the decision, plus the training that taught the system what “normal” looks like in your specific environment. Without that, well… would you trust a self-driving vehicle with a 3 second lag between sense and reaction? Or one with some of its cameras missing? When a vendor uses the word, the useful questions are pretty boring. What level are you actually claiming? Where does the training data come from? How does it compare to non-autonomous outcomes? The answers should usually settle things. For what it’s worth, I think L2 to L3 is where the real value lives in IT today, and that’s a respectable place to be. I just don’t like the word “autonomous” being thrown out there without qualifiers because it muddies the waters and doesn’t really help anyone.
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Tal Klein reposted thisTal Klein reposted thisIntel Device IQ and Lakeside Software's SysTrack enable early detection and remediation at the device level. See how we’re reducing tickets before they start: http://ms.spr.ly/6045vkOwP
Tal Klein commented on a post
4d
When one enters the Hidden Valley, it is said, their innocence is forever lost, their compact with the almighty to nary visit, let alone taste its bounty. But their palette’s shackles are there removed. Epicureans they are now.
Tal Klein commented on a post
6d
As a member of a similar club (albeit, I only published one novel so far), I concur. The magical, angsty, existential, stupidfunnyexhaustingironic compost pile of the mind is where the good stuff grows from. When I started writing Punch, Lord Vishnu’s Love Handles, The Raw Shark Texts, The Martian, Ready Player One, Off To Be The Wizard, and Lexicon... these books all were written by guys who sounded like me, who I could imagine hanging out with. Maybe one day AI will be able to access or mimic that substrate of consciousness but for now, it's a human mess that's unique to us.
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Tal Klein liked thisTal Klein liked thisreally cool to have a diagnostic agent that fixes my robot's code for me. 2026 is going to be the year Your Robot Finally Does The Thing You Ask
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Tal Klein liked thisTal Klein liked thisI am very happy to announce that we have finally launched our brand new Roch Dog website, and its looking fantastic. This was a major body of work, I obsessed over the smallest of details, but I finally shipped it! Do feel free to head on over and bug test it as much as you can for me please, I don't think you will find any at all but you never know. Every single page has been completely redesigned and I think we look a LOT smarter. I hope you like her, a lot of love when into this site ❤️
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Tal Klein liked thisTal Klein liked thisMy thoughts on running towards all the unknowns of AI...
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Tal Klein liked thisTal Klein liked thisA new chapter in our Hybrid AI partnership with IBM. 🤝 This week, Lenovo and IBM marked a milestone: the unveiling of the AI Innovation Center at Lenovo's Executive Briefing Center in RTP. Lenovo's Vlad Rozanovich and IBM's Jamie Thomas cut the ribbon together, celebrating the growing partnership between IBM Technology Lifecycle Services and Lenovo for Hybrid AI infrastructure deployment. The center now features an IBM TLS multi-vendor agentic AI demo within Lenovo's AI Solution Center — giving clients a hands-on look at joint capabilities for sovereign AI deployments at scale. This builds on the strategic partnership announced at GTC, and the momentum continues: the team also hosted its first joint customer workshop with a financial services client. Hybrid AI Infrastructure. Lifecycle expertise. One partnership, built for what's next. #WeAreLenovo #HybridAI #AIInfrastructure
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Tal Klein reacted on thisTal Klein reacted on thisHad one of those moments yesterday.... you know when you reflect on what got us to this point in time as an agency. Spent the day with a few of the PAN OGs (Adam Novak and Marki Conway) along with one of firm's superstars (Dana Kringel) presenting (in person!) to a few C-suite members at a disruptive, cool AI tech brand yesterday. We had that vibe going - when the convo just falls in place. The ideas land, and the people in the room simply connect. Sure we leveraged data (20 slide deck BTW 🤣 ), analyzed how their brand shows up in convos, LLMs, and where we can keep leaning hard into building deeper trust and credibility. But the magic....... it always comes back to the people. As a client, will they remain collaborative, authentic, supportive and just great people to work with? Hell yes!! 🤝 As a team, will we jive with them and do great things w/ the partnership as they map to their next growth journey? In a 2 hour meeting - I walked away w/ my second hell yes!! 💯 Which brings me to this. You can have all the tools in the world to help tell you what, how and where to bring it all that magic making together. But in a world consumed by AI (100% we leverage this all day long at PAN), the 'human in loop' remains the go-to. Whether you are challenged with work shopping creative ideas in the moment or simply explaining how the data moves the stories - it always comes back to the people. I've been fortunate over my 30+ year career to work with some of the best in the biz. This pic below shows two who I've loved seeing grow and succeed in their lives (both personally and professionally) over 16+ years at the firm - and I'm always amazed how we pick right back up when we see other with laughs and hugs. And some great "OG" stories....... I'm sure I'll share that same ride with Dana as well (DK to us) - she is well on her way..... Here's to the people that make us energized every day!
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Tal Klein liked thisTal Klein liked thisAfter 26 incredible years at Microsoft, I will be joining NVIDIA as Executive Vice President leading Worldwide Field Operations, starting Aug. 24. I’m excited to join the NVIDIA leadership team as the company continues to expand its global AI infrastructure position. Working at Microsoft has been the privilege of my career. I’m so deeply thankful to have worked alongside partners and customers in all segments, industries and geographies to deliver profound and unimaginable positive impact as part of their technology journeys. I am eternally grateful for the people that I've had the opportunity to work with and serve along the way. Mission first, people always. Microsoft and NVIDIA are great partners and I look forward to continuing to nurture that fantastic relationship. np
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Tal Klein liked thisTal Klein liked thisLenovo's work with FIFA demonstrates that Digital Workplace Services are no longer just an IT function. They are a core operational capability. My colleague Myles Spittle highlights this well in his article on Lenovo's partnership with FIFA ahead of the World Cup. From redesigning warehouse operations and fulfilment processes to supporting device deployment and end-user services across tournament locations, it illustrates the operational depth required to deliver technology successfully at this scale. If Lenovo can support an environment as complex and demanding as the FIFA World Cup, we can bring that same expertise, operational discipline and service excellence to organisations everywhere. Myles' article offers a useful look at the operational foundations behind supporting an event of this scale: http://spr.ly/6042BD2ncg #WeAreLenovo #FIFA #DigitalWorkplaceServices
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Tal Klein liked thisTal Klein liked thisThat's a wrap on the Microsoft AI Tour! It was great connecting with IT leaders and innovators to talk about how AI is transforming the digital workplace. Thanks to everyone who stopped by — we enjoyed the conversations and can't wait to continue them. See you at the next event!
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Tal Klein liked thisTal Klein liked thisWhat I learned about b2b sales from getting married… Nothing. But I do recommend marrying your best bud. Andrew Hewitt
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Lakeside Software
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Publications
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Four Thoughts on IT, SaaS, and Windows 10
Pulse
See publicationEnd-user analytics is the big support gap in end user computing – how can IT support (and ideally risk manage) end-users that are interacting with privileged data on unmanaged devices using unsanctioned applications? They have to make a compact with the users that benefits the users by providing them with support regardless of device, operating system, applications, and behavior.
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Has Security Ops Outlived Its Purpose?
Dark Reading
See publicationCISOs will need more than higher headcounts and better automation tools to solve today's security problems.
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The Case for Naked Risk Management
International Association of Privacy Professionals
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Looking Shadow IT In The Eye, Realizing You’re Staring At Your Own Reflection
Information Security Buzz
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Mind the Cloud Security Gap
WIRED
See publicationA piece about the root of existing "defense in depth" limits in protecting SaaS usage.
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Catherine Kniker
I’m thrilled about the launch of our new Aerospace & Defense Startup Program at PTC! This global program is built to help startups meet the demands of a rapidly evolving A&D landscape. As innovation accelerates across air, land, sea, space, and cyber, the pressure is on to move faster, integrate complex systems, and deliver mission-critical solutions with greater agility. To support that mission, we’re offering eligible startups free access to PTC’s leading product development tools to help you bring breakthrough technologies to market faster. But it’s more than just software. Participants will also gain access to our ecosystem of VCs, incubators, tech partners, and mentors, plus opportunities for exposure and industry engagement. If you’re building the future of A&D, we want to help you get there faster. 👉 Learn more and apply: http://ptc.co/jRGC50WqvkS
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