Service Management: Views from the Edge

Accelerate Your Shift to Digital Service Management


ITSM

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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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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ITSM

Digital Service Maturity

January 3rd, 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.

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ITSM

Enterprise Service Management meets Digital

December 20th, 2016

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.

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ITSM

The Consumerization of IT

December 15th, 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.

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ITSM

How eSIAM is Accelerating Digital Transformation

November 30th, 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.

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