Automation and AI Archives

What Service Desk Managers Should Know About AI

Posted by Dr Akhil Sahai
on April 9, 2019

Because AI is rapidly changing many of the ITSM operations and tasks we deal with regularly, the time is ripe for disruption of the IT service desk industry. To help explain “the art of the AI possible,” this article looks at the key areas that service desk managers need to understand about AI.

Will Your ITSM Data Issues Deliver Bad Experiences and Bad Bots?

Posted by Mikko Juola
on February 21, 2019

In this article, we consider whether your average ITSM team is able to really take advantage of the opportunities that digital transformation, customer experience, and AI technologies offer. Specifically, to help you to better understand if your ITSM team is suitably positioned to deliver against the business requirements that are necessitating this increased exploitation of technology and data.

The 5 Hottest ITSM Trends and Topics for 2019

Posted by Sophie Danby
on January 22, 2019

Find out what ITSM professionals would like information on, and help with, in 2019 based on our recent reader poll; and get an idea of where the ITSM industry is looking, and potentially heading, in the year ahead. The results are relatively different to those of 2018!

Getting Process Automation and Digital Transformation Right

Posted by Ricardo Lima Neves
on December 4, 2018

Automation of processes (across the organization) is something that should be treated very seriously and carefully – it can be dangerous when not properly implemented and/or defined. Here we look at the key requirements for, and benefits of, successful process automation (and digital transformation).

Which ITSM Topics Will Interest You, and Your Peers, in 2019?

Posted by Sophie Danby
on November 27, 2018

Which IT service management (ITSM) topics would you like to see our content focus on in 2019? Please take our quick poll and then read on to find out more about a year in the life of ITSM.tools’ content and readership, and to see how we shaped our content plan around last year’s votes.

ITSM is Dead. Long live Artificially Intelligent Service Management

Posted by Ian Aitchison
on November 8, 2018

Here Ian Aitchison introduces his concept of “Artificially Intelligent Service Management,” described as ITSM, but with a rich and creamy layer of artificial intelligence on top – like icing on a cake. Sound hungry? We mean interested… click-through to read more.

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.

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