Automation & AI Articles

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.

Automation Tools: 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.

5 Tips for Creating an AI-Assisted Knowledge Exploitation Capability

Posted by Stephen Mann
on September 20, 2018

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: 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.

Selfless Service — A New Mindset to Customer Service

Posted by Sanjeev NC
on May 29, 2018

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.

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.

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

Posted by Stephen Mann
on May 1, 2018

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.

ITSM Hot Topics: And in Last Place… People

Posted by Karen Ferris
on March 22, 2018

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 – 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.

The 5 Hottest ITSM Trends and Topics for 2018

Posted by Sophie Danby
on March 7, 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?

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

Posted by Stephen Mann
on February 22, 2018

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?

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.

Don’t Overlook Chat in All the Chatbot Chatter

Posted by Stephen Mann
on September 26, 2017

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.

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