Automation & AI Articles

Navigating the Complex Landscape of IT Service Delivery in a Rapidly Changing World

Posted by Ruben Franzen
on December 7, 2023

IT teams continue to face an onslaught and multitude of challenges and rising expectations that seem to evolve at an astonishing rate. This article looks at the strategies required to deliver outstanding IT services in this rapidly evolving world.

What ITSM Help Will You Need in 2024?

Posted by Sophie Danby
on November 23, 2023

Every year, ITSM.tools runs a quick, one-question poll to understand the “ITSM help” readers would like in the year ahead. Please help by taking this years poll to tell us which topics will be important to you in the year ahead.

AI in IT – So Many Questions Still Need Answering, So Please Help

Posted by Stephen Mann
on November 1, 2023

We’re running another and more detailed AI-focused survey. Because, to get AI adoption right, many IT organizations still need greater granularity as to where they should be focusing, with AI-based statistics a helpful aid in understanding where the IT industry is, what other organizations are doing, and the potential AI adoption pitfalls that need to be avoided.

AI in ITSM Survey Responses

Posted by Sophie Danby
on October 26, 2023

In the summer of 2023, ITSM.tools ran a short survey to better understand the current state of artificial intelligence (AI) adoption in IT service management (ITSM). This article presents the survey findings.

Provance ServiceTeam ITSM Enterprise 2.0

Posted by Stephen Mann
on October 25, 2023

This ITSM.tools Solution Snapshot is an in-depth review of Provance ServiceTeam ITSM Enterprise 2.0. The review includes solution functionality, solution technology, pricing and implementation, go-to-market strategy, and key customers.

How Chatbots Can Help Your Service Desk

Posted by Ruben Franzen
on September 20, 2023

Is your service desk a victim of repetitive questions? How much time would be freed up to handle more pressing issues if automation answered these simple requests immediately? Enter Chatbots.

AI and ITSM: Where are We?

Posted by Stephen Mann
on July 19, 2023

There’s currently a lot of interest in AI use cases for ITSM, but how much AI adoption has there been in ITSM to date? To gather new insight, we’re running a short, anonymous, three-question AI and ITSM poll.

Generative AI for Knowledge Management in IT

Posted by Sanjeev NC
on May 4, 2023

Generative AI is the new trend taking the internet by storm, but is useful for IT service management? This article by Sanjeev NC explores.

10 Tips for IT-Support Chat Success

Posted by Stephen Mann
on March 9, 2023

This article by Stephen Mann shares ten tips to follow when planning your new, or improved, IT-support chat capability. It’s more than simply implementing a new piece of technology.

Linking Experience Management with Existing ITSM Capabilities

Posted by Phyllis Drucker
on March 7, 2023

The business reliance on IT means IT must take operations and ITSM very seriously. This article by Phyllis Drucker demonstrates the connectivity between existing ITSM practices and employee experience improvement.

Why Do Companies Need to Change ITSM Tool?

Posted by Stephen Mann
on February 20, 2023

Has anything changed with the traditional levels of ITSM tool churn? It’s time to get more industry data or, to be more precise, to obtain up-to-date insight into the state of ITSM tools and why organizations need to change ITSM tool. Please take this poll.

Streamline Ticket Triage and Reduce Customer Churn with AI

Posted by Marat Adayev
on February 2, 2023

This article considers two common hurdles for ITSM and how to address them: inefficiency of manual ticket triaging and high customer churn due to long ticket resolution times.

The 5 Hottest ITSM Trends (and Topics) for 2023

Posted by Sophie Danby
on January 26, 2023

We asked our readers to choose their five most important ITSM topics for 2023 relative to creating new best practice content to help. This article shares the results, along with a comparison to the 2022 results.

ITSM Improvement: Tips for IT Self-Service

Posted by Pablo Vergne
on January 9, 2023

Providing employees with self-service access to IT services is commonly seen as a key initiative for overstretched IT service desks – with the aim of reducing costs, speeding up resolutions and provisioning, and delivering a better employee experience. But few are getting it right! This article of tips aims to help.

Automation Helps Reduce Tickets and Improve Security

Posted by Hannah Price
on December 15, 2022

With Forrester Research finding that a single password reset costs $70, and Gartner showing 30%-50% of all service desk calls are for password resets, something really needs to change. This article explores.

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