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[…]

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[…]

To my friend Maria: artificial intelligence is here to make you more human

Maria Delarosa: more human than ever thanks to AI

This is a story about Maria. She works in a call center in the Philippines. Maria helps John Deere’s 60,000 global employees reset passwords and upgrade to the latest version of Microsoft Office twenty times a day.


Using AI and machine learning to accelerate digital transformation

  The importance of IT’s role as a technology/business liaison has never been greater. Business leaders not only expect IT to provide technology leadership, but also to connect technology with business priorities. Transforming the workplace Digital transformation is not only about the optimization of externally facing customer interactions, it’s also about improving internal processes. MIT[…]

Virtual agents: where’s the real value for IT?

Virtual agents: where’s the real value for IT? Virtual assistants like Siri, Alexa and Google Assistant are becoming mainstream for consumers. Soon, they will be for business users as well. Two key questions remain unanswered: How can IT be prepared? Where do virtual agents add value in the IT service delivery lifecycle? According to the[…]

Employee self-service: make your voice heard!

Employee self-service: make your voice heard! As I discussed in an earlier blog (Applied vs. Generalized Artificial Intelligence: what’s the difference and why it matters for enterprise IT), all AI is not created equal. Just as applied AI is currently delivering more business value than generalized AI, natural language processing (NLP) is a key differentiating[…]

AI-driven service automation: the future of IT

In recent years a strong emphasis has been placed on IT moving away from making technology decisions for IT’s sake alone, which many would agree was long overdue.   As discussed in my previous blog (“Three common practices that help IT earn employee trust“), as enterprises digitally transform business processes, IT must also evolve its[…]