Automation & AI Articles

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.

How to Improve the Patch Management Process

Posted by Greg Armanini
on April 21, 2022

The typical patch management process consists of much more than simply implementing the update. Alongside the physical deployment, each organization will have its own change management process. This work can be tedious, thankless, and time-consuming. This article offers help to make patching easier.

Solving Simple IT Helpdesk Issues with Automation

Posted by Ruben Franzen
on April 13, 2022

Have you not changed your ITSM tool in years because making minor changes is too cumbersome and expensive? Then it might be time to move on. The good news is that most modern ITSM tools provide task automation and easy reporting to save valuable time and resources.

The 5 Hottest ITSM Trends (and Topics) for 2022

Posted by Sophie Danby
on March 3, 2022

We asked our readers which topic areas they and their fellow ITSM practitioners would like content-related help with in 2022, and here we share the results.

What ITSM Help Do You Need in 2022?

Posted by Sophie Danby
on January 12, 2022

As we kick off 2022 it’s time for you – our readers – to let us know which topics you need the most help with in the year ahead, by completing our quick one-question poll. Vote here.

The Chatbot Manifesto

Posted by Rohitkumar Nair
on November 11, 2021

Looking for a little ‘secret sauce’ behind chatbot success? This chatbot manifesto provides a list of 20 ‘do’s’ and ‘don’ts’ when it comes to using chatbots in your organization.

4 Predictions That Will Impact Your ITSM Strategy

Posted by Rajasekharan Unnikrishnan
on August 12, 2021

This article looks at what a number of service management authorities predict to be the most important changes, or trends, for service management professionals to understand and address in 2021 and beyond. Read it here.

Digital Transformation Is Not a Chatbot

Posted by Roy Atkinson
on May 11, 2021

Taking the technology-based approach of “Let’s transform by buying a new tool” isn’t digital transformation. To find out what is, and what you need to do, please read this article by Roy Atkinson.

The Current State of AI Adoption in ITSM

Posted by Stephen Mann
on April 22, 2021

Here Stephen Mann shares the results of our recent survey assessing the current state of AI adoption in ITSM, looking at what ITSM tool vendors offer, who has adopted what, and what people see as the biggest barriers to success.

How to Succeed with AI in Your Organization

Posted by Ian Aitchison
on April 15, 2021

Here Ian Aitchison offers up guidance for any organization that’s looking to successfully use AI-enabled capabilities to improve their IT service delivery and support. Including whether you should use built-in AI features, add-on AI, or DIY AI solutions.

Enabling IT Self-Service with Intelligent Automation and Proactive Remediation

Posted by Stephen Mann
on April 6, 2021

What self-service improvements should your organization be aiming for? This article by Stephen Mann explores, along with looking at how IT service desks can benefit from intelligent automation in self-service.

AI Success in ITSM Use Cases

Posted by Sophie Danby
on March 30, 2021

We asked ten ITSM industry authorities for their view on the guidance and help organizations need for succeeding with the adoption of AI-enabled capabilities. This is what they said.

How AI Will Impact ITSM in the Next Few Years

Posted by John Custy
on March 25, 2021

What do organizations need to be doing to ensure that they use AI to their best advantage? This article by John Custy seeks to answer this, as well as other key questions that you and your colleagues might have related to AI, machine learning, and ITSM.

Viewing AIOps Through a Business Lens

Posted by Stephen Mann
on March 18, 2021

Looking to improve how your technology-based services are designed, created, delivered, supported, and improved? One opportunity is to leverage AIOps capabilities. But how? This article explores and offers up three tips.

AI Adoption in ITSM

Posted by Stephen Mann
on March 9, 2021

To help industry understanding around the adoption of AI-enabled capabilities, we’re running a quick, anonymous three-question survey that seeks to provide readers with a snapshot of where the industry is. Can you please help?

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