Service Management: Views from the Edge
Accelerate Your Shift to Digital Service Management
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: Paul Gleeson on March 8th, 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.
Posted by: Paul Gleeson on February 23rd, 2017
As organizations move to digital, they must consider the impact to the other 2 "Ps"; People and Process. Joining us today to discuss these people and process challenges is Renee Casanova, Director of the Service Management Advisory Practice at Unisys.
Posted by: VFTE Editor on January 3rd, 2017
Organizations must consider several things when moving to Digital Service Management. Joining us today on Views from the Edge Podcast to talk about this new focus on Digital Service Management and how it is changing the nature of enterprise services is Kathy Shedron, ServiceNow Program Lead with the Service Management Practice at Unisys.
Posted by: VFTE Editor on December 20th, 2016
In the transformation to digital, IT leaders must change their perspective on how they view, plan and execute IT. Joining us today on the Views from the Edge podcast is Ian Clayton, Senior Client Advisor from the Unisys Service Management Advisory Practice.
Posted by: VFTE Editor on December 15th, 2016
Digital is creating all kinds of new challenges, one of them is managing the complexity of the vendor ecosystem. Joining us today on the Views from the Edge podcast is Phillipe Bovy, EMEA Practice Lead for the Service Integration and Management (SIAM) Practice at Unisys, who will discuss how to manage this complexity and plan accordingly.
Posted by: VFTE Editor on December 13th, 2016
To get the most out of your largest single investment, your people, you need to provide them with the necessary digital tools and work environment. Learn more about our digital workspace webcast.
Posted by: VFTE Editor on December 8th, 2016
With the move to digital and digital service management, does ITIL still have a role. Join Simon Rogers, EMEA Practice Lead for the Service Management practice on this VFTE Podcast.
Posted by: VFTE Editor on December 6th, 2016
eSIAM is helping organizations get a better handle on their vendor ecosystem and how to create the new digital sourcing model. Join us on this Views from the Edge podcast as Paul Gleeson, Vice President and Global Head of Service Management and SIAM at Unisys, discusses these issues and the changing nature of the new digital service architecture and sourcing strategies.
Posted by: VFTE Editor on November 30th, 2016
As the world of IT moves to Digital, does ITIL still have a role? We discuss this topic with Unisys EMEA Service Management Lead Paer Johannsson.
Posted by: VFTE Editor on November 22nd, 2016