Self-Healing IT: What Is It and Why Does It Matter?

Self-healing IT

Like self-driving cars, self-healing IT is already here and it’s going to stay whether you like it or not. Please read this article to find out more about what it is, how it works, and why it matters to your organization.

2020 Predictions: Analytics Will Be the Name of the Service Management Game

2020 ITSM Predictions

In the world of service management, it’s a fact that analytics will continue to be a driving force in decision-making in 2020, and in this article we look specifically at how not just analytics, but predictive analytics will continue to grow in importance, impacting ITSM and how organizations conduct business.

How Intelligent Chatbots Enable Better Enterprise Service Experiences

Intelligent Chatbots

This article explains what Enterprise Service Management is and how it helps before talking to how new artificial intelligence (AI)-based capabilities – such as intelligent and connected chatbots – make an even greater difference to employee productivity and business outcomes.

Artificial Intelligence: A Journey, Not an End Goal

Artificial Intelligence Revolution

There’s increasingly a culture by which people see current AI capabilities a let-down. That’s because science-fiction-based expectations – so let’s get rid of them and take a look at how AI has actually evolved and will continue to evolve in reality.

Good ITSM Hygiene Means Better Use of AI

Good ITSM Hygiene

The fact is that if the data and information captured within your knowledge articles or incident records or other ITSM artifacta is of poor quality, then the resulting actions (using AI) will likely be of poor quality. Here Doug Tedder explains how to avoid this and practice good ITSM hygiene.

ITSM Futures: Will AI Unlock Self-Help?

Will AI Unlock Self Help?

This article by Roy Atkinson takes a deep dive into recent HDI research to shed some light on the current state of knowledge management, the reasons organizations have decided to provide self-help, how they provide that help, and what some of the barriers to improvement are.

6 Ways AI Can Transform ITSM Tools

Artificial Intelligence Robiti holding AI

Truth to be told, in the future no one knows how advancements in AI will affect our lives. We have to wait and watch. But one thing is sure in terms of ITSM – AI will definitely change ITSM processes and practices. As such, this article digs a little deeper to see how AI will change future ITSM solutions.

What Service Desk Managers Should Know About AI

A man explaining AI

Because AI is rapidly changing many of the ITSM operations and tasks we deal with regularly, the time is ripe for disruption of the IT service desk industry. To help explain “the art of the AI possible,” this article looks at the key areas that service desk managers need to understand about AI.

Will Your ITSM Data Issues Deliver Bad Experiences and Bad Bots?

Robots at a computer

In this article, we consider whether your average ITSM team is able to really take advantage of the opportunities that digital transformation, customer experience, and AI technologies offer. Specifically, to help you to better understand if your ITSM team is suitably positioned to deliver against the business requirements that are necessitating this increased exploitation of technology and data.