End User and Workspace Services

Making the Digital Workspace a Reality


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

March 8th, 2017

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.

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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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A Day in the Life of the “Project” Persona

February 9th, 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.

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