Virtual agents: Is the IT service desk ready for the future of work?

What is commonly being referred to as   “the future work” is today’s reality in many organizations. In fact, back in 2016 the Global Mobile Workforce Forecast Update 2016-2022 from Strategy [...]

Applying AI technology to ITSM: the difference between NLP & NLU and why it matters for enterprise IT (part three)

In my previous post, I shared examples of how AI and machine learning (ML) technologies are being applied and delivering value in IT today. We also reviewed how historical and observed data is [...]

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 [...]

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. [...]

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 [...]

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