Automation & AI Articles

LLMs: 5 Uses of Large Language Models in ITSM Tools

Posted by Gilad Maayan
on September 11, 2024

LLMs can perform various tasks such as translation, summarization, data analysis, and question answering. Their ability to understand context and nuances in language makes them highly versatile. This adaptability has led to their adoption in multiple domains, including customer service, content creation, and more specialized fields like IT service management (ITSM).

How to Become a Great Service Desk Team

Posted by Emily Wright
on July 31, 2024

Whether your organization is just starting out or looking to elevate its current service desk operations, this article shares insights and points to practical tips on improvement. It’s a sneak peek at what’s included in the Sunrise Software “A Guide on How to Become the Best Service Desk” guide.

AI Adoption in ESM – Some Key Points

Posted by Stephen Mann
on July 25, 2024

In a recent webinar with SymphonyAI, I discussed artificial intelligence (AI) adoption in enterprise service management (ESM) scenarios. This article shares some of the points we discussed on AI adoption in ESM, starting with how ESM has evolved in recent years.

Artificial Intelligence Use – It’s Now an ITSM Necessity

Posted by John Coggins
on July 4, 2024

A recent survey conducted by OTRS Group revealed that nearly three times as many IT teams as last year want to introduce artificial intelligence to make ITSM processes more efficient.

AI Adoption in ITSM – Some Key Points

Posted by Stephen Mann
on May 2, 2024

In a recent webinar with SymphonyAI, I spoke about what our data is showing us regarding the current state of artificial intelligence (AI) adoption in IT service management (ITSM). This article shares some of the discussed points.

IT Service Management (ITSM) Learnings From SITS 2024

Posted by Vawns Murphy
on April 30, 2024

After a couple of days at the Service Desk and IT Support Show (SITS) in April, I came away with lots of IT service management (ITSM) learnings. Following on from my initial blog on the things I’ve taken away from SITS written for i3Works, here are some more shared ITSM learnings

4 Top ITSM Trends for 2024

Posted by George Andrikopoulos
on March 28, 2024

What IT service management (ITSM) trends and developments will we see in 2024? And how will these impact the way you work? Many factors affect service management, but these are the ones TOPdesk anticipates will have the most impact.

Artificial Intelligence and Machine Learning

Posted by Gururaj A. Kulkarni
on February 14, 2024

This article shares six basics tips for the practical implementation of machine learning and artificial intelligence. Read it here.

ITSM Trends for 2024 – What Our Latest Industry Poll Says

Posted by Sophie Danby
on January 30, 2024

This article shares the results of our 2024 content poll, insights into how ITSM trends have changed, trend-related opinions, and links to existing ITSM.tools content that might still be helpful.

What’s Wrong with the Advice that “ITSM is a Journey, Not a Destination”?

Posted by Stephen Mann
on January 10, 2024

If you’ve worked in ITSM roles long enough, you’ve probably been told, “ITSM is a journey, not a destination” at some point. But a journey is a series of destinations and for long journeys these break up the route and provide a sense of direction and accomplishment as they are reached. But what does this have to do with ITSM? This article explains.

The State of AI Adoption in IT – a N. American Perspective

Posted by Stephen Mann
on December 19, 2023

ITSM.tools and Atomicwork recent ran two AI adoption surveys. The first was with North American IT professionals. The second was a separate survey that sought end-user, i.e. non-IT personnel, perspectives of corporate AI adoption. This article summarizes some of the key findings.

BMC Connect 2023 – The ITSM (and ESM) Opportunity for AI

Posted by Stephen Mann
on December 14, 2023

This article shares some of the key ITSM insights from BMC Connect 2023, many of which relate to the opportunity for IT organizations to leverage AI to improve their operations and the associated business outcomes.

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.

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