Are Your People, Processes, and Technology Ready for the “New Normal”?
In a post COVID-19 world many are predicting that increased numbers of employees working remotely will be the new standard. Others are wondering whether we’ll see another COVID-19 style crisis in the near future. Both points offer up an important question: Are your ITSM capabilities – the people, processes, and technology – prepared for the “new norm”?
ITSM in 2020: Five Important Trends to Watch
Most changes in ITSM are not quick to come to fruition, as such it’s highly unlikely that ‘trends’ like AI will take the field by storm as many have predicted. But what then should we expect in 2020? This article looks at five trends that may indeed change service management in the year ahead.
The 5 Hottest ITSM Trends and Topics for 2020
What will we all be concerned about in ITSM in 2020? To help, here’s a poll-results-based article that looks at what will be the hot trends and topics – in terms of reader interest – in 2020. If nothing else, you’ll probably be surprised at where some ITSM topic areas have been voted in at.
Predictive Analytics Will Be the Name of the ITSM Game
In the world of service management, it’s a fact that analytics will continue to be a driving force in decision-making in 2020, and in this article we look specifically at how not just analytics, but predictive analytics will continue to grow in importance, impacting ITSM and how organizations conduct business.
ITSM in 2020 – It’s Time to Get Focused on the Right Things
This isn’t yet another article listing out five or more things that ITSM pros should be focused on in 2020; instead it looks at helping you identify three things that you need to concentrate your efforts on in 2020 for it to be considered a successful year.
ITSM Trends in 2020 – the Crowdsourced Perspective
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…
How to Differentiate Between AI, Machine Learning, and Deep Learning
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.
How Intelligent Chatbots Enable Better Enterprise Service Experiences
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
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.
8 Tips for Starting with Digital Transformation
There’s a lot to consider with digital transformation. For instance, how should your organization get started? It’s a little similar to how to eat an elephant – one bite at a time. But which bites do you take first? To help your organization to get started with digital transformation, here we share eight tips.