Automation & AI Articles

Look Beyond Self-Service. Here Comes Self-Servicing

Posted by Ian Aitchison
on September 11, 2020

In the future you should not expect your end users to come to you. The best support experience is going to be the one that’s immediate, silent, invisible, and doesn’t impact the individual.

Self-Healing IT: What Is It and Why Does It Matter?

Posted by Abhishek Bhattacharya
on August 4, 2020

Like self-driving cars, self-healing IT is already here and it’s going to stay whether you like it or not. Please read this article to find out more about what it is, how it works, and why it matters to your organization.

ITSM in the New Normal – a Crowdsourced Perspective

Posted by Sophie Danby
on July 9, 2020

So much has changed with the COVID-19 pandemic and it’s important for IT organizations to realize that IT service delivery and support will likely never be the same. With that in mind, here 22 ITSM-ers share their thoughts and opinions on what ITSM will look like in this ‘new normal’.

How COVID-19 Will Change ITSM – a Crowdsourced Perspective

Posted by Sophie Danby
on April 23, 2020

In difficult times, while there needs to be attention on the firefighting at hand, it’s also good to look to the future. So, in this article we asked 36 people from all walks of ITSM to share their thoughts and opinions on how COVID-19 is going to impact the future of ITSM.

The 5 Hottest ITSM Trends and Topics for 2020

Posted by Sophie Danby
on January 23, 2020

What will we all be concerned about in ITSM in 2020? To help, here’s a poll-results-based article that looks at what will be the hot trends and topics – in terms of reader interest – in 2020. If nothing else, you’ll probably be surprised at where some ITSM topic areas have been voted in at.

Predictive Analytics Will Be the Name of the ITSM Game

Posted by Dr Akhil Sahai
on January 21, 2020

In the world of service management, it’s a fact that analytics will continue to be a driving force in decision-making in 2020, and in this article we look specifically at how not just analytics, but predictive analytics will continue to grow in importance, impacting ITSM and how organizations conduct business.

ITSM in 2020 – It’s Time to Get Focused on the Right Things

Posted by Stephen Mann
on January 7, 2020

This isn’t yet another article listing out five or more things that ITSM pros should be focused on in 2020; instead it looks at helping you identify three things that you need to concentrate your efforts on in 2020 for it to be considered a successful year.

ITSM Trends in 2020 – the Crowdsourced Perspective

Posted by Stephen Mann
on December 10, 2019

This article brings together the 2020 opinions of a variety of people from 18 ITSM tool vendors and two support-professional membership bodies. These are people who have, if you stop to think about it, their fingers on the pulse of what’s happening in the ITSM industry right now…

Service Management in 2020 – the 6 Key Challenges

Posted by Patrick Bolger
on December 5, 2019

This article looks at a recent report that offers guidance to IT departments entitled “Brex-IT – How will public sector IT cope in 2020?” and discusses how the challenges highlighted within the report are applicable to service management in 2020.

How to Differentiate Between AI, Machine Learning, and Deep Learning

Posted by Frank Hamilton
on December 3, 2019

People often tend to misunderstand the many terms used with artificial intelligence (AI), such as AI itself, machine learning, deep learning, and others. As such, this article aims to help you differentiate and understand the various roles these capabilities can play in IT service management.

Which ITSM Topics Will Interest You Most in 2020?

Posted by Sophie Danby
on November 28, 2019

At the start of this year, we asked our readers to vote on the ITSM-related content topics that they’d like to see helpful content published on in 2019 – this was used to guide our content throughout the year. Now, as we enter 2020, we’re doing the same thing again. Please take 30 seconds to vote.

The Top ITSM Trends for 2020

Posted by Nicole Garrison
on November 21, 2019

Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?

How Intelligent Chatbots Enable Better Enterprise Service Experiences

Posted by Wai Wong
on November 14, 2019

This article explains what Enterprise Service Management is and how it helps before talking to how new artificial intelligence (AI)-based capabilities – such as intelligent and connected chatbots – make an even greater difference to employee productivity and business outcomes.

Artificial Intelligence: A Journey, Not an End Goal

Posted by Aimee Laurence
on October 15, 2019

There’s increasingly a culture by which people see current AI capabilities a let-down. That’s because science-fiction-based expectations – so let’s get rid of them and take a look at how AI has actually evolved and will continue to evolve in reality.

Want the 2019 Gartner ITSM Magic Quadrant for Free?

Posted by Sophie Danby
on September 5, 2019

This article provides a list of free-to-access analyst reports (from the likes of Gartner, Forrester, and EMA) for 2019 that coincides with the publication of the most-coveted ITSM tool report going – the 2019 Gartner ITSM Magic Quadrant.

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