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
The service-oriented enterprise is undergoing a revolutionary evolution, shifting from providing technologies through limited setup channels to an environment pairing the end-user with services tailored for their work habits.
Posted by: Andrew Harsch on February 24th, 2015
Your organization looks to IT for more than keeping the lights on and applications running. Wanted is innovation to mobilize the workforce, web enable old applications and find the hidden insight from a big data implementation.Your resources are stretched to keep operations running. You are pressed to reduce cost out of the datacenter. What is IT to do?
Posted by: John Kunzier on February 17th, 2015
What is a Cloud Broker and why should you consider one? A Cloud Broker is more than just a toolset for aggregation, automation and integration but also an in-line consultation to the cloud “as a service” models.
Posted by: Greg Fischer on September 17th, 2014
The Unisys Secure Private Cloud offering addresses many IT automation problems of customers today.
Posted by: Mark Hodapp on June 4th, 2012
IT departments today need to understand what’s different about IT automation and how they scale up cloud workloads. A perspective on how IT automation is a matter of educating business users and decision-makers about its benefits.
Posted by: Mark Hodapp on May 30th, 2012
Users today expect Enterprise IT organizations to deliver the same instant access and perceived infinite resources that are available with public clouds. Why haven't they delivered?
Posted by: Mark Hodapp on November 21st, 2011