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.



ITSM

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

February 23rd, 2017

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.

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