Automation & AI Articles

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.

10 Tips for IT-Support Chat Success

Posted by Stephen Mann
on October 17, 2017

In aiming for chat success, it’s worth comparing chat with the currently-far-more-popular IT self-service. There are many similarities, here we aim to dive into them in a little more detail.