Posts tagged for “Service desk”
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
Toby Moore, Industry Journalist, Commenter and Speaker, and Richard Josey, ITSM Solution Architect, Service Management discuss the effects of tunnel vision on the behavior of individuals and groups and how it affects the service desk.
Posted by: VFTE Editor on November 10th, 2015
Listen as Unisys Service management experts discuss with ServiceNow on their platform and how to optimize for Service Desk operations.
Posted by: VFTE Editor on October 27th, 2015
The market is evolving rapdily from a reactive IT ticket and service desk mode to one of digital business innovator. What are the key things you need to be thinking about to adjust your organization to stay competitive and to drive new innovation and services?
Posted by: VFTE Editor on September 22nd, 2015
ITSM Kaizen, which leverages a philosophy of continuous improvement, offers a five-step approach that lets you move forward with confidence as you enhance your service-management capability. This includes:
Posted by: VFTE Editor on May 14th, 2015
The goal of service management is to achieve certain outcomes as opposed to showcasing features in new tools.Though tools are powerful the emphasis should be to focus first on people and the importance of data.
Posted by: Andrew Harsch on May 4th, 2015
The increased dependence of today’s global business on multiple types of end user devices has meant a change in how on-site services suppliers and their clients approach the support and maintenance of a myriad of devices
Posted by: Stuart Caffyn on January 29th, 2014
Waarom benaderen veel Service Desken klanten nog steeds op een uniforme wijze?
Posted by: Johan van Duyvendijk on September 25th, 2013
In onze communicatie met klanten ontdekken we vaak dat we niet dezelfde taal spreken
Posted by: Johan van Duyvendijk on July 23rd, 2013