Ready to automate ITSM with AI? Here’s how.

Whether it’s voice-powered personal assistants or connected smart homes, Artificial Intelligence (AI) and machine learning (ML) technologies are increasingly finding their way into our personal lives. In fact, according to Gartner, “By 2020, the average person will have more conversations with bots than with their spouse.” The rise of AI and ML is fueling conversations[…]

We take our responsibility to educate leaders about AI seriously… which is why we’re joining TechNet

Our relationship with technology will change more in the next two years than it has in the past 200 since the Industrial Revolution. The AI-enabled workplace will force us to ask hard questions about who we are, what we do, and why we’re here. At Neva, we think it’s the responsibility of technology leaders to[…]

FUSION 17 recap: artificial intelligence is accelerating the shift from service management processes used in IT to other lines of business

On Oct 31-Nov 3, 2017 team Neva joined ~700 other ITSM enthusiasts in Orlando FL, for the annual FUSION conference. The news that this would be the last jointly hosted HDI and itSMF FUSION sparked some lively conversations regarding the future of the conference and, more importantly, ITSM in general. While the ITSM community is[…]

How shifting left with AI automation benefits all levels of IT support

In previous blogs (Shift left: empowerment as-a-service and Shift left: empowerment as-a-service part 2 AI-driven automation), I discussed how AI-based automation accelerates the adoption and success of shift-left strategies. This post outlines the specific tasks associated with each level of IT support and discusses how AI-driven automation improves efficiencies for IT, enabling adoption of modern[…]

Lower MTTR and cost per ticket with AI-driven automation

While many aspects of ITSM have changed over the years, incident management remains one of the most critical IT support processes in nearly every organization. Service degradations and outages can significantly impact both IT and business operations. Thus, IT teams must accurately measure incident response time to control cost and quality of service. Two of the[…]

Ready to shift left but not sure where to start? Listen and learn.

In my recent podcast, I was joined by ITSM expert Vawns Murphy from ITSM.Tools, and Dan Turchin, Neva co-founder. We discussed why IT leaders should consider a shift left strategy to increase the value of ITSM for both those who consume and deliver business services. Vawns provided her analysis of a recent survey conducted by[…]