ITSM in 2023 and What We Should Learn from Our Past
In this 2023-focused article, Stephen Mann asks whether the ITSM industry’s love of next-year predictions are as helpful as they could be. And whether, for 2023, we should be more realistic about what we will, or can, achieve.
The State of ITSM Two Years into the Pandemic
This article shares the highlights of the most recent State of ITSM report looking at the impact of employee remote working, challenges related to the pandemic, technology adoption, and the business view of IT.
Digital Transformation Is Not a Chatbot
Taking the technology-based approach of “Let’s transform by buying a new tool” isn’t digital transformation. To find out what is, and what you need to do, please read this article by Roy Atkinson.
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.
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.
Redefining Enterprise-Level ITSM Through AI-Powered Smart Automation and Chatbots
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.
Experience Matters: 9 CX and ITSM Nuggets from Refresh19
In IT we need to go further than the mindset of “supporting the people, not the IT” to be more focused on the business-level outcomes achieved through what we do in IT. This article which offers up some of the key learning points from Refresh19 London – a Freshworks customer event – aims to help you achieve this.
What Service Desk Managers Should Know About AI
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?
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.
Maximizing the Value of New (and Existing) IT Support Capabilities
Service desks have already been struggling with the likes of chat and self-service, and now in the midst of all the hype surrounding the opportunities of artificial intelligence (AI), machine learning, and chatbots in particular – we have to ask: is the average service desk going to be successful with this new technology?