Automation & AI Articles

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.
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.
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.
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.
Here we look at the real-world operational benefits of using AIOps to connect ITSM and ITOM, and how you can get started.
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?
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?
This articles looks at the number of different ways that machine learning and analytics can transform ITSM systems. Read more here.
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.
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.
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.
The ability for IT end users to self-serve, or self-help, continues to advance, but what do we REALLY need from a self-service portal?
Chat for IT support is still a minority access and communication channel, but it should be doing so much better. Please read on to find out why.
Automation isn’t at a point where you can replace your staff with a bot. However, you should be thinking about the coming day when you can.
The self-service approach to customer service has gone too far. Can we shift the burden onto an Artificial Intelligence system instead?