Streamline Ticket Triage and Reduce Customer Churn with AI
This article considers two common hurdles for ITSM and how to address them: inefficiency of manual ticket triaging and high customer churn due to long ticket resolution times.
Automation Helps Reduce Tickets and Improve Security
With Forrester Research finding that a single password reset costs $70, and Gartner showing 30%-50% of all service desk calls are for password resets, something really needs to change. This article explores.
ITSM Help in 2023 – What Do You Need?
Every year, ITSM.tools runs a quick, one-question poll to understand the “ITSM help” readers would like in the year ahead. Please help by taking this years poll to tell us which topics will be important to you in the year ahead.
AI Success in ITSM Use Cases
We asked ten ITSM industry authorities for their view on the guidance and help organizations need for succeeding with the adoption of AI-enabled capabilities. This is what they said.
Is the Automation Storm Coming to the Service Desk?
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.
5 Common IT Automation Mistakes and How to Avoid Them
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?