Automation and AI Archives

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.

Practicing Good ITSM Hygiene Means Better Use of AI

Posted by Doug Tedder
on August 8, 2019

The fact is that if the data and information captured within your knowledge articles or incident records or other ITSM artifacta is of poor quality, then the resulting actions (using AI) will likely be of poor quality. Here Doug Tedder explains how to avoid this and practice good ITSM hygiene.

5 Key Benefits of Self-Service for IT

Posted by Simon Johnson
on July 9, 2019

Notwithstanding the fact that a dollar saved by IT through badly-implemented self-service might incur an extra two dollars of costs from an end-user perspective, cost savings are not the only driver for self-service and, for many, it’s not the most important benefit. Here we look at the other additional benefits.

ITSM Futures: Will AI Unlock Self-Help?

Posted by Roy Atkinson
on June 25, 2019

This article by Roy Atkinson takes a deep dive into recent HDI research to shed some light on the current state of knowledge management, the reasons organizations have decided to provide self-help, how they provide that help, and what some of the barriers to improvement are.

6 Ways AI Can Transform ITSM Tools

Posted by Amit Shingala
on May 23, 2019

Truth to be told, in the future no one knows how advancements in AI will affect our lives. We have to wait and watch. But one thing is sure in terms of ITSM – AI will definitely change ITSM processes and practices. As such, this article digs a little deeper to see how AI will change future ITSM solutions.

Redefining Enterprise-Level ITSM Through AI-Powered Smart Automation and Chatbots

Posted by Ashwin Ram
on May 2, 2019

It’s a simple fact that the impact of Artificial Intelligence on service desks will become valued when AI is able to perform the mediocre tasks service desk teams would rather not do, as well as the actions humans struggle with. With that in mind, this article looks at where AI is taking, and will take, IT support.

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.

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