Posts By Author: Paul Gleeson


About the Author

Paul Gleeson is the VP and Global Head of Service Management and SIAM at Unisys where he leads the global organization focused on consulting, platforms and management services helping clients transform their organizations to better compete in the new digital world.



The Realities of Implementing a Cognitive Service Desk (Part 2)
ITSM

In part 1 of this blog series, we introduced the growing interest in deploying artificial intelligence into Service Desk operations and the segmentation of service incidents that would be most benefit from automated resolution. In part 2, we address the foundational IT, People and Process elements for successful implementation and adoption AI-enabled response and resolution at the Service Desk.

Posted by: on March 8th, 2017


The Realities of Implementing a Cognitive Service Desk (Part 1)
ITSM

It is not difficult to see the appeal of introducing Artificial Intelligence into a Service Desk operation, as most organizations will be attracted to the benefits of significantly reducing costs, creating a consistent end-user experience and resolving issues more quickly and effectively. However, as with any hype cycle, there is a lot of future-state selling happening in the market so this 2 part blog series aims to balance the excitement against the reality when it comes to implementing a cognitive Service Desk solution.

Posted by: on February 23rd, 2017


An Elegant Solution to the Service Integration and Management Problem
ITSM

Within the scientific community there has long been a tradition to strive toward solutions that are deemed, by virtue of their simplicity and practicality, elegant. CIOs have begun to adopt an elegant solution to one of the biggest technology management challenges facing CIOs today; Service Integration and Management.

Posted by: on April 13th, 2016


Predictions of the Impact of Service Management on 2016
ITSM

This year will be another one of change and the following are Unisys predictions for Service Management in 2016.

Posted by: on February 24th, 2016


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