Automation & AI Articles

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.

AIOps – Connecting ITSM and ITOM to Increase Service Quality

Posted by Andy Ray
on March 13, 2018

Here we look at the real-world operational benefits of using AIOps to connect ITSM and ITOM, and how you can get started.

The 5 Hottest ITSM Trends and Topics for 2018

Posted by Sophie Danby
on March 7, 2018

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?

Is Your IT Support Chatbot’s Weakest Link Your People?

Posted by Stephen Mann
on February 22, 2018

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?

IT Service Management Made Smarter with Machine Learning

Posted by Vesna Soraic
on February 1, 2018

This articles looks at the number of different ways that machine learning and analytics can transform ITSM systems. Read more here.

The Chatbot Future Involves Getting Some IT Support Stuff Right Today

Posted by Stephen Mann
on November 7, 2017

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.

Don’t Overlook Chat in All the Chatbot Chatter

Posted by Stephen Mann
on September 26, 2017

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.

Could the Future of IT Self-Help Be Intelligent Self-Service?

Posted by Martin McKenna
on August 8, 2017

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?

The Power of Chat for IT Support

Posted by Jonathan Munn
on May 18, 2017

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.

Is the Automation Storm Coming to the Service Desk?

Posted by Roy Atkinson
on April 12, 2017

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.

How Artificial Intelligence Improves Customer Service

Posted by Parit Patal
on February 23, 2017

The self-service approach to customer service has gone too far. Can we shift the burden onto an Artificial Intelligence system instead?

5 Common IT Automation Mistakes and How to Avoid Them

Posted by Elzette Wilkinson
on September 13, 2016

IT automation is the cornerstone of successful ITSM. But is still considered by many as difficult to implement and costly. How can you avoid these pitfalls?

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