Automation & AI Articles

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.

ITSM Help in 2023 – What Do You Need?

Posted by Sophie Danby
on November 30, 2022

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.

Why AI and Automation Powered ESM and ITSM is Now a Must

Posted by Saad Mousliki
on July 8, 2022

ITSM and ESM tool vendors have developed intelligent solutions that integrate AI into their solutions. These ITSM tools include AI modules or integrate AI to address a variety of business concerns, including worker shortages, as well as improving the end-user experience.

The State of ITSM Two Years into the Pandemic

Posted by Stephen Mann
on May 25, 2022

This article shares the highlights of the most recent State of ITSM report looking at the impact of employee remote working, challenges related to the pandemic, technology adoption, and the business view of IT.

How Reliable is Machine Learning in AIOps?

Posted by Akif Baser
on May 3, 2022

What happens when machine learning leads to the crash of your IT systems, shuts down servers and applications, or takes actions you cannot have control over? Machine learning is the foundation of AIOps and automation, but to what extent can we depend on it, and how reliable is it?

How AI Improves Knowledge Sharing in ITSM

Posted by Sowmya Juttukonda
on April 27, 2022

Knowledge hoarding is a big challenge organizations face today. To this end, AI-enabled tools have considerable potential to manage data and help organizations to transform people’s experiences and knowledge accumulated over time into collective knowledge for the organization.

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