Automation & AI Articles

Automation and Digital Transformation

Getting Process Automation and Digital Transformation Right

Automation of processes (across the organization) is something that should be treated very seriously and carefully – it can be dangerous when not properly implemented and/or defined. Here we look at the key requirements for, and benefits of, successful process automation (and digital transformation).
ITSM Topics for 2019

Which ITSM Topics Will Interest You, and Your Peers, in 2019?

Which IT service management (ITSM) topics would you like to see our content focus on in 2019? Please take our quick poll and then read on to find out more about a year in the life of ITSM.tools’ content and readership, and to see how we shaped our content plan around last year’s votes.
Artificially Intelligent Service Management

ITSM is Dead. Long live Artificially Intelligent Service Management

Here Ian Aitchison introduces his concept of “Artificially Intelligent Service Management,” described as ITSM, but with a rich and creamy layer of artificial intelligence on top – like icing on a cake. Sound hungry? We mean interested… click-through to read more.
Changing ITSM

Changing ITSM – Let’s Talk Customers, AI, and Mental Health

In this article, Sophie Danby looks back at a recent industry conference and uses it as a platform to discuss the changing face of ITSM, the ever-growing importance of customer service, the industry focus on Artificial Intelligence, and why we – in ITSM – need to focus more on the darker side of mental health.
Automation tools

Automation Tools: The 10 Best Office Automation Tools

Being an IT Manager is a big role with a lot of pressure, but it’s easier with tools that help you automate your tasks. Here Ben Lang lists 10 office automation tools that make it easier for IT managers to keep their offices running smoothly – and make the entire company more productive.
AI-assisted knowledge

5 Tips for Creating an AI-Assisted Knowledge Exploitation Capability

How can your IT service desk start using AI-assisted knowledge capabilities to improve the level and quality of its knowledge-sharing success and increase end-user satisfaction? Here we dive into the fundamentals and how to best use this “new” technology.
AIOps and ITSM

AIOps: Getting Ready for The Next Wave Of ITSM

AI and machine-learning, once obscure academic subjects, are now the talk of dinner tables and cocktail parties. But how can the new technologies and techniques of AIOps extend and integrate with established ITSM foundations to help prepare organizations for the future of IT? This article explores.
Artificial Intelligence and ITSM

Artificial Intelligence and ITSM: The Rise of the Future Is Upon Us

What can Artificial Intelligence really do for ITSM, and how can you get the most out of current AI opportunities for the IT service desk? This article explores, and also shares how AI and ITSM can combine to reduce tedious tasks and help us to better analyze large data sets.
Selfless service

Selfless Service — A New Mindset to Customer Service

We’re all familiar with ITSM and self-service, but are we doing it all wrong? This article looks at something called “selfless service” and how to makes the customer journey so much easier to deliver a better customer experience.
Using Machine learning

Machine Learning and The Third Way of Work

Technologies such as AI, machine learning, and natural language processing have finally reached a point where they can provide value to an organization. This article shows you how, specifically looking at IT incident categorization and assignment.
Tips for AI and automation

10 Automation and AI Tips for Working Smarter on the IT Service Desk

Here Stephen Mann looks not only at the benefits of Automation and AI to the service desk, but shares examples of what activities you should be automating and how to prepare for Artificial Intelligence on the service desk.
People an ITSM Hot Topics

ITSM Hot Topics: And in Last Place… People

Why is it that in the list of recently published ITSM hot topics, “people” topics come nowhere near the top? Do people not understand that business change is not built on process and technology, it’s built on people. Read more here.
AIOps

AIOps – Connecting ITSM and ITOM to Increase Service Quality

Here we look at the real-world operational benefits of using AIOps to connect ITSM and ITOM, and how you can get started.
ITSM Trends and Topics

The 5 Hottest ITSM Trends and Topics for 2018

From Automation to Digital Transformation, DevOps to ITIL, will these top 5 ITSM trends and topics for 2018 as voted for by our readers surprise you?
Chatbots in IT support

Is Your IT Support Chatbot’s Weakest Link Your People?

Chatbots are a great opportunity for IT service desks to up speed, reduce costs, and to improve the customer experience, but will they also serve to highlight yet more people-based issues?