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
Explosive growth in cloud computing and mobility has fueled a transformation in the ways that employees work. Successful organizations will address key factors that turbocharge their journey to establish a truly agile global workforce.
Posted by: John Almasy on February 24th, 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
Four considerations for any organization looking to migrate to Windows 10.
Posted by: Rakesh Menon and Michael Fischer on March 1st, 2016
Are you ready for Windows 10? Should you be? Organizations often underestimate the planning phases for major IT initiatives.
Posted by: Michael Fischer and Rakesh Menon on February 23rd, 2016
As we look in on a day in the life of João and his team of contractors, working on a DevOps project in Belo Horizonte, Brazil, we’ll learn how his company’s use of the Project Persona for its contract workers gives his team the exact technology and support they need to keep corporate intellectual property safe at the lowest cost.
Posted by: Weston Morris on February 9th, 2016
As we look in on a day in the life of Rodney and his team, a group of employees working in one of the company’s 30 retail stores in Australia, we’ll learn how his company’s use of the Retail Persona gives them the exact technology and support they need to keep sales in his store humming.
Posted by: Kevin Turner and Weston Morris on February 2nd, 2016
As we look in on a day in the life of Keiko, a sales rep in Tokyo, we’ll learn how her company’s use of the Road Warrior Persona keeps her productive as she deals with technology issues away from the office.
Posted by: Weston Morris on January 26th, 2016
As we continue to follow Emily, the Executive Vice President of Strategic Planning at her marketing company, we’ll see how her company’s use of the Executive Persona keeps her productive when things break in the night.
Posted by: Adrienne Colbert on January 19th, 2016
As we look in on the day in the life of Emily, the Executive Vice President of Strategic Planning at her marketing company, we’ll see how her company’s use of the Executive Persona keeps her productive and secure.
Posted by: Adrienne Colbert on January 12th, 2016