Automation and AI Archives

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

Posted by Sophie Danby
on October 25, 2018

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.

The 10 Best Office Automation Tools for IT Managers

Posted by Ben Lang
on October 23, 2018

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.

AIOps: Getting Ready for The Next Wave Of ITSM

Posted by Dominic Wellington
on August 16, 2018

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: The Rise of the Future Is Upon Us

Posted by Nancy Louisnord
on June 12, 2018

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.

Machine Learning and The Third Way of Work

Posted by Simon Morris
on May 8, 2018

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.

AIOps – Connecting ITSM and ITOM to Increase Service Quality

Posted by Andy Ray
on March 13, 2018

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

IT Service Management Made Smarter with Machine Learning

Posted by Vesna Soraic
on February 1, 2018

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

The Chatbot Future Involves Getting Some IT Support Stuff Right Today

Posted by Stephen Mann
on November 7, 2017

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.