Automation & AI Articles

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?
Machine Learning and ITSM

IT Service Management Made Smarter with Machine Learning

This articles looks at the number of different ways that machine learning and analytics can transform ITSM systems. Read more here.
Future of Chatbots

The Chatbot Future Involves Getting Some IT Support Stuff Right Today

IT support organizations need to ensure that they know how to succeed with both chat and self-service to succeed with Chatbot initiatives too. Learn how here.
Chat for IT Support

Don’t Overlook Chat in All the Chatbot Chatter

There’s lots of talk about the potential of chatbots but human-to-human chat could, and should, also be playing a bigger part. Here’s why.
Could the Future of IT Self-Help Be 4th Generation Intelligent Self-Service?

Could the Future of IT Self-Help Be Intelligent Self-Service?

The ability for IT end users to self-serve, or self-help, continues to advance, but what do we REALLY need from a self-service portal?
Chat IT support

The Power of Chat for IT Support

Chat for IT support is still a minority access and communication channel, but it should be doing so much better. Please read on to find out why.
Automation storm

Is the Automation Storm Coming to the Service Desk?

Automation isn’t at a point where you can replace your staff with a bot. However, you should be thinking about the coming day when you can.
Artificial Intelligence and Customer Service

How Artificial Intelligence Improves Customer Service

The self-service approach to customer service has gone too far. Can we shift the burden onto an Artificial Intelligence system instead?
IT Automation Mistakes

5 Common IT Automation Mistakes and How to Avoid Them

IT automation is the cornerstone of successful ITSM. But is still considered by many as difficult to implement and costly. How can you avoid these pitfalls?