February 16-19 2020 – Pink Elephant: How AI is Driving Digital Transformation and Improving Operational Efficiencies Register Here

Top 3 Takeaways from our October 3rd Webinar with Doug Tedder, ITSM Expert

 In IT Service Management Blog

Caption:  Want to know the answers to these questions?  Download the Webinar.  

We had the good fortune to hear from our friend and ITSM thought leader Doug Tedder at a webcast earlier this month and no topic was off the table.   What is the future of employee service… what role does AI play… and what does that mean to you? 

Three attendee questions:

#1 – How is Astound different from ServiceNow?  (Minute 30)

What Astound does  is quite different. Unlike a traditional systems of record, Astound is a layer of intelligence that gets wrapped around one or more traditional systems of record to essentially make it smart. Astound automates the learning process to be able to automate the full lifecycle of an employee service request.

Astound provides the following benefits:

    1. Spans all systems of data and sources of record
    2. Follows the lifecycle of employee service requests
    3. Includes domain ontologies for employee services like IT, HR, and Finance
    4. Includes transfer learning to share public knowledge across Astound instances
    5. Includes active learning for human in the loop AI model training
    6. Provides NLP and NLU based self-learning dialog management


#1. AI managed service – AI SMEs with domain expertise

#2 – Any best practices to get users to adopt self-service tools like virtual agents?   (Minute 35)

    1. Deliver a better user experience with machine learning for better accuracy and immediate answers
    2. Deploy the virtual agent in the users’ preferred channel: email, voice, SMS, collaboration
    3. Cultivate internal champions
    4. Recognize power users with badges or via internal communication

#3 – Our CIO asked us to present the AI strategy to the board. Where should we start?  (Minute 37)

    1. Pick a business problem with a defined KPI and baseline. For example, MTTR reduction or improving self-service adoption.
    2. Align your AI strategy around metrics that matter to the business.
    3. To reduce MTTR, use AI to reduce the time required to research issues. To improve self-service adoption, deliver an automated solution that makes it easier to find the best answer the first time.


Watch the recording to fuel your digital transformation and increase operational efficiency in a very human way.


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