Automation & AI Articles

4 Predictions That Will Impact Your ITSM Strategy

This article looks at what a number of service management authorities predict to be the most important changes, or trends, for service management professionals to understand and address in 2021 and beyond. Read it here.
Taking the technology-based approach of “Let’s transform by buying a new tool” isn’t digital transformation. To find out what is, and what you need to do, please read this article by Roy Atkinson.
Here Stephen Mann shares the results of our recent survey assessing the current state of AI adoption in ITSM, looking at what ITSM tool vendors offer, who has adopted what, and what people see as the biggest barriers to success.
Here Ian Aitchison offers up guidance for any organization that’s looking to successfully use AI-enabled capabilities to improve their IT service delivery and support. Including whether you should use built-in AI features, add-on AI, or DIY AI solutions.
What self-service improvements should your organization be aiming for? This article by Stephen Mann explores, along with looking at how IT service desks can benefit from intelligent automation in self-service.
We asked ten ITSM industry authorities for their view on the guidance and help organizations need for succeeding with the adoption of AI-enabled capabilities. This is what they said.
What do organizations need to be doing to ensure that they use AI to their best advantage? This article by John Custy seeks to answer this, as well as other key questions that you and your colleagues might have related to AI, machine learning, and ITSM.
Looking to improve how your technology-based services are designed, created, delivered, supported, and improved? One opportunity is to leverage AIOps capabilities. But how? This article explores and offers up three tips.
To help industry understanding around the adoption of AI-enabled capabilities, we’re running a quick, anonymous three-question survey that seeks to provide readers with a snapshot of where the industry is. Can you please help?
Here we’ve rounded up a list of seven of the most recent analyst reports for ITSM that are free-to-access via ITSM tool vendors. This includes the latest Gartner Magic Quadrant and Critical Capabilities reports. Get them all here.
This article reports back on the results of our latest content poll, which asked respondents to choose the five ITSM topics they most need help with in 2021. We also look at how things have changed versus 2020. Get the results here.
Here, 41 ITSM and IT management industry authorities provide what they believe to be practical advice for IT leaders to help them succeed in 2021 and beyond. The responses are interesting and varied, so please take a look.
This article by Patrick Bolger delves into four key steps for IT service desks to take to help drive their organizations out of the global pandemic and into a better 2021.
It was great to see that many IT service desks were a vital part of organizational resilience during 2020. But what happens next as we enter 2021? Here are 4 predictions.
Which ITSM topics would you like to see us writing content on in 2021? Please share with us which topics would interest you most by taking our quick poll. Your answers will help drive our content schedule in the year ahead.