Applying AI technology to ITSM: a holistic approach (part two)

In my last post, I discussed how AI and machine learning are applied in IT. In this post, I’ll share examples that are working today. We already reviewed how historical data is used to train machine learning models to provide better self-service. These models are used in a variety of domains to proactively schedule service[…]

Applying AI technology to ITSM: what you need to know (part one)

Applying AI technology to ITSM: what you need to know (part one) There is a great deal of interest in gaining the benefits of AI in IT service management. But what does AI for ITSM look like? Is it simply chatbots? Auto-routing tickets? Automated knowledge sharing? Predictive insights? Spoiler alert: to address the entire IT[…]

Four ITSM predictions for 2018

In ITSM change is inevitable and constant. Falling behind has undesirable consequences. The pace of change in IT will increase and its impact will be more profound than ever in the years ahead. Savvy IT leaders recognize they must strategically plan for a new workforce demographic, lead enterprise service management (ESM) initiatives and capture the benefits[…]

Ready to reduce MTTR, cost per ticket and cut call volume by up to 70%? Listen and learn how to lead your IT team’s service strategy in 2018.

In my recent podcast, I was joined by Brian Lee, Senior Solutions Consultant, Neva. We discussed how and why AI-driven automation improves the utilization of technology resources and allows IT staff to spend more time driving technology strategy and delivering exceptional customer experiences. We also showcased a live demo of Neva’s auto-mapping and fulfiller assistance[…]

AI-driven automation: IT and business user advantages fuel early adoption

As with earlier types of emerging technologies (most recently cloud, mobile and social), there is a level of uncertainty and new considerations that IT must address when assessing AI for ITSM. See tips on how to overcome IT’s resistance to AI-driven automation here. However, with incidents now stemming from a much wider range of sources[…]

AI-driven automation: the future of ITSM   

In my career as an industry analyst, I would frequently field inquiries from large software vendors, service providers and enterprises asking questions such as, “are enterprises going to adopt the cloud?” and “should we support mobility?”. Unfortunately, these questions were often being asked too late, as many of these organizations were already being profoundly disrupted[…]

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[…]