Automation and AI Archives

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.

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

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.

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